Manager, Customer Success

Role: Senior Customer Success Manager leading a team to deliver exceptional post-sales support and strategic account management for Automata's lab automation platform. Objectives include ensuring customer satisfaction, overseeing complex hardware/software deployments, and driving account growth. Responsibilities encompass team leadership (managing 4-6 CSMs), owning key accounts from contract through deployment, and coordinating across functions to optimize customer outcomes; also involving process improvements and customer feedback into product development. Qualifications: 8+ years in life sciences or lab technology customer-facing roles, with at least 2 years managing teams; proven experience managing complex hardware/software lab deployments, knowledge of lab automation landscape, and program management expertise using tools like Jira or Asana. High-value specifics include familiarity with automated lab equipment, genomics, proteomics, clinical diagnostics, and regulated GxP environments. The role reports to leadership, involves regular travel (20-30%), and is based in the US, preferably Boston, with hybrid work arrangements. Preferred skills include hands-on automation experience, scientific expertise, and experience in scale-up environments. The position offers the opportunity to directly influence scientific research advancements by ensuring successful automation solutions for leading labs across biotech, pharma, and academic sectors.