Serve as the primary post-sales technical point of contact for assigned customers
Build trusted relationships with customer stakeholders across scientific, technical, and operational functions
Proactively identify risks, opportunities, and unmet needs to drive customer value and retention
Ensure a high-quality customer experience throughout onboarding, implementation, and ongoing engagement
Lead complex customer initiatives from kickoff through successful resolution, including implementations, escalations, and optimization projects
Develop and manage project plans, timelines, and cross-functional deliverables
Drive accountability across internal teams to meet commitments and deadlines
Partner with Technical Sales, Applications, Service, and Product teams to deliver integrated customer solutions
Identify and communicate product improvement opportunities based on customer feedback
Monitor customer health, adoption metrics, and success outcomes
Identify expansion opportunities in partnership with Sales

Bachelor’s degree in a scientific, engineering, or related technical field (advanced degree preferred)
5+ years of experience in customer success, technical support, applications, program management, or related customer-facing roles
Demonstrated ability to manage complex projects with multiple stakeholders
Strong problem-solving skills with the ability to operate effectively in ambiguous environments
Proven track record of driving issues to resolution and delivering customer outcomes
Excellent communication and relationship-building skills across technical and non-technical audiences
Highly self-motivated with a strong sense of ownership and personal accountability

Director, Technical Customer Success

Key skills