Customer Success Manager

• Lead and grow a team of four to six Customer Success Managers
• Run 1:1s, set expectations, coach against the Customer Success career progression framework, own development plans and performance reviews, and lead hiring and onboarding
• Set standards for project management, customer communication, and tooling discipline
• Own strategic accounts from contract signature through design, procurement, build, testing, shipping, installation, training, and handover to field services
• Serve as the senior point of contact for customer scientists and leadership
• Manage timelines, scope, technical trade-offs, risks, and escalations
• Maintain visibility into timelines, risk, and resourcing across US accounts
• Report status, risk, and mitigation to Customer Success leadership
• Support at-risk accounts and reset paths to success
• Forecast resource needs across Customer Success Managers, Success Engineering, and Field Service teams
• Lead process and change initiatives within Customer Success
• Represent customer needs to Product and communicate roadmap and platform gaps
• Build relationships with third-party instrument vendors
• Ensure customers realize the benefits of Automata's LINQ platform

• 8+ years in customer-facing roles within life sciences or lab technology
• At least 2 years line managing a customer-facing team
• Proven experience delivering complex, multi-stakeholder hardware and software deployments into working laboratories
• Expert understanding of laboratory science and the lab automation landscape
• Strong program management skills, including concurrent project management, risk mitigation, resource allocation, and leadership reporting
• Fluent in Asana, Jira, or similar tools
• Executive-level stakeholder management
• Ability to manage delays, scope changes, and technical issues with senior non-technical audiences
• Demonstrated ability to coach and develop people and improve individual and team performance
• Experience in start-up or scale-up environments
• US based
• Greater Boston preferred with hybrid working; strong remote candidates considered with regular travel to the UK or US headquarters
• Willingness to travel to customer sites as needed, typically 20 to 30%
• Nice-to-have: hands-on automated lab equipment, scheduling software, or scripting experience with Python, SDKs, or JSON
• Nice-to-have: scientific depth in cell-based assays, genomics, proteomics, or clinical diagnostics workflows
• Nice-to-have: regulated or GxP environment experience and lab automation compliance and safety standards familiarity
• Nice-to-have: commercial ownership of renewals, expansions, and reference customers
• Nice-to-have: experience building or scaling customer success or professional services functions
• Nice-to-have: prior Principal or Staff-level CSM experience

Demonstrates expertise in customer success management, with a strong focus on team leadership, project management, and stakeholder engagement within the life sciences and lab technology sectors. Proven ability to drive complex deployments and ensure customer satisfaction through effective communication and relationship building.

• Customer Success Management
• Program Management
• Laboratory Science Expertise
• Stakeholder Management
• Team Leadership

• Project Management
• Risk Mitigation
• Resource Allocation
• Coaching and Development
• Lab Automation Compliance
• Complex Deployments
• Scientific Depth in Genomics
• Scientific Depth in Proteomics
• Scientific Depth in Clinical Diagnostics
• Hands-on Automated Lab Equipment

• Communication
• Relationship Building
• Problem Solving
• Adaptability
• Leadership

• Life Sciences
• Lab Technology
• GxP Environment
• Customer Success
• Start-up Environment
• Scale-up Environment
• Clinical Workflows
• Cell-based Assays
• Regulated Environment
• Customer Communication

• Asana
• Jira
• Scheduling Software
• Python
• SDKs
• JSON