Director of Customer Success

We are seeking an experienced, strategic, and results-driven Director of Customer Success to lead and scale our Customer Success organization. In this role, you will be responsible for driving customer adoption, retention, growth, and overall satisfaction across the Stellaromics portfolio.

As the leader of the Customer Success team, you will define and execute the CS strategy, mentor and build a high-performing team of Field Application Scientists, Field Service Engineers and Central Support Scientists. You will build scalable retention/expansion processes and serve as the sponsor for key client accounts.

This position offers the opportunity to join a fast-growing company in the emerging field of spatial biology, with strong potential for impact and career growth.

• Set clear team and individual KPIs (NPS, MTBF, adoption metrics etc) and foster a high-accountability, supportive team culture.
• Establish continuous training, career progression pathways, and performance development plans for team members.

• Design and execute end-to-end customer lifecycle strategies (onboarding, adoption, retention, renewal, and advocacy)
• Establish scalable processes, playbooks, and automated self serve tools to increase CS efficiency and improve customer outcomes.
• Partner with Commercial Operations to monitor and report on CS metrics, churn risk and health scores.

• Drive Retention, Utilization, Growth and Satisfaction targets across the customer base.
• Collaborate closely sales and sales leadership to drive revenue.
• Manage high-risk accounts and serve as an executive escalation point for critical client challenges.

• Product: Act as the voice of the customer, synthesizing client feedback and requirements to help shape the product roadmap.
• Finance: Responsibly manage to budget while maximizing customer impact.
• Commercial Operations: Utilize analytics to drive decision making to enable growth.
• Sales/Marketing: Partner with Sales for smooth customer handoffs and collaborate with Marketing on customer advocacy programs (Certified Service Provider, case studies, testimonials, advisory boards).

• Experience: 7+ years of experience in Customer Success within the Biotechnology Tools space, with at least 3–5 years in a direct people management/leadership role.
• Track Record: Proven record of meeting or exceeding retention and customer satisfaction metrics while scaling an organization in a fast-paced environment
• Data-Driven Mindset: Expertise in leveraging data, health scores and analytics to drive decision-making.
• Leadership: Exceptional leadership, coaching, and talent management skills with experience scaling teams.
• Communication: Outstanding verbal, written, and executive presentation skills; comfortable engaging with C-suite stakeholders.
• Tools Proficiency: Strong hands-on experience with Customer Success platforms, CRMs, and analytics tools.
• Education: PhD or equivalent experience in Biological Sciences or Engineering

• Innovative Technology: Be part of a company at the cutting edge of spatial biology and genomics, revolutionizing the way researchers understand biology.
• Impactful Role: You will have a significant impact on the department and the future of the company.
• Collaborative Environment: Work with a talented, passionate team in a culture that values creativity, innovation, and teamwork.
• Career Growth: As a high-growth company, we offer significant opportunities for professional development and career advancement.