Customer Success and Applications Manager

Evosep Biosystems is seeking a Customer Success and Applications Manager to help North American customers succeed with its proteomics technology. The role leads the regional Applications and Customer Success team while providing scientific customer support, training, demonstrations, troubleshooting, and workflow optimization.

Responsibilities:

• Lead, coach, and develop the North American Applications and Customer Success team, setting priorities, allocating support across territories, and conducting regular 1:1s and performance reviews
• Maintain a hands-on customer portfolio and balance your own customer responsibilities with leadership of the regional team
• Establish consistent Applications standards and processes across North America, including demonstration and onboarding playbooks, escalation paths with Service, and coverage planning aligned with Sales priorities
• Provide expert pre- and post-sales application support in LC-MS and proteomics, including workflow optimization and troubleshooting
• Plan and deliver customer onboarding, application training, product demonstrations, and scientific presentations
• Support Sales with scientific and product expertise throughout customer engagements
• Develop and maintain scientific content and training materials
• Collaborate closely with Service and internal teams to resolve technical and application-related issues, maintaining ownership through resolution
• Build strong scientific relationships with key customers and partners and represent Evosep at conferences, workshops, and user meetings
• Ensure responsive, professional customer support and consistently high-quality delivery
• Maintain accurate documentation in accordance with company quality standards and collaborate across departments to create a seamless customer experience

Requirements:

• A Master's degree or PhD in proteomics, analytical chemistry, biochemistry, or a related scientific field
• Strong hands-on experience with LC-MS and proteomics workflows, including sample preparation, method optimization, and troubleshooting
• Experience in an applications, technical support, field applications, or other customer-facing scientific role
• Experience leading, mentoring, or coaching applications or technical scientists, either as a formal manager or senior team lead
• A track record of developing others while maintaining individual customer or technical responsibilities
• The ability to balance hands-on customer work with team leadership, make sound prioritization decisions, and hold the team accountable for responsiveness and quality
• A strong ability to translate complex scientific and technical concepts into clear, practical guidance
• Confidence presenting to scientific audiences, with experience delivering technical training, product demonstrations, or scientific presentations
• Excellent problem-solving skills and a structured, proactive approach to troubleshooting and customer issue resolution
• Strong communication and interpersonal skills, with the ability to build trusted customer relationships and collaborate effectively across Sales, Service, and scientific teams
• A self-driven, well-organized approach and the ability to manage multiple priorities, maintain high-quality documentation
• Fluency in English
• Valid driver's license