Customer Success Manager - US

We work with labs across the world to understand their specific workflows and needs and develop personalised solutions that range from diagnostic, and drug discovery to synthetic biology. Our LINQ platform allows us to simplify everyday automation tasks, while supporting more advanced paths for specialised workflows, in a fast, flexible, and cost-efficient way.

We are looking for a Customer Success Manager whose mission is to ensure our customers receive a best-in-class experience throughout their journey with us. Enabling them to truly realise the benefits of integrated lab automation.

Why is this role important at Automata?

As Automata establishes itself in the US market, we are now focused on tight, smart, well-managed delivery of our solutions to the customer. This person will be at the centre of how our customers experience Automata and help shape the product/experience that the customer receives.

This role branches out across all aspects of Automata so you will get to touch a little bit of everything we have to offer.

You will be responsible for:

Project Management (~70% of the role)

• This consists of managing customer projects from the point of contract signature. This involves the low-level design phase, the procurement and assembly phase, in-house testing, disassembly, shipping, reassembly, re-testing, training and handover to field services.


• The individual will be managing a combination of projects at different stages during the customer lifecycle.


Customer Management (~30% of the role)

• This consists of managing customer stakeholders and representing them internally at Automata. This involves standard stakeholder management processes and the flexibility to support customers in the way they need to be supported.
  
  10+ years - pre-sales, post-sales, consultancy background or adjacent customer facing role in tech setting - hardware, software or both


• Technical background - university degree acceptable but hands on experience better (software engineering, lab work, etc)


• Stakeholder management at a senior-level


• Self-motivated, detail-attentive, and have a desire for continuous learning


• A critical thinker who defaults to a client-centric consultative approach


• Experienced in successful implementation of process and procedure in a scaling company


• Experience working in a startup and/or fast-paced organization


Nice to haves:

• Life sciences experience


• Enterprise SaasS experience


• Robotics experience
  
  Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab., We're passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.


As Automata establishes itself in the US market, we are now focused on tight, smart, well-managed delivery of our solutions to the customer. This person will be at the centre of how our customers experience Automata and help shape the product/experience that the customer receives.

This role branches out across all aspects of Automata so you will get to touch a little bit of everything we have to offer.

If this sounds like a good fit and has tick the right boxes, you will love having the opportunity to build something that immediately adds value., Born from a world-leading research lab, Automata is transforming the way labs work with open, integrated automation.

Our mission is to unlock the potential of labs and the potential of the people who work in them.

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Discrimination of any kind based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.
Founded in 2015
Co-workers ~130

Competitive healthcare for you and your family

• 401k

We offer a 401(k) retirement savings plan

• Well-being budget ️

Invest in your own well-being, personal growth, and hobbies

• Holiday

30 days + 8 bank holidays

• Additional leave days ️

Time off for dependents,'Me days', birthdays and volunteering days off

• Birthday trees

Planting a tree for every employee on their birthday, every year

• Paid sick leave

10 days paid sick leave to stay home and focus on rest and recovery

• Mental health support

Emotional support tool 'Spill'

• Career progression frameworks

Each department & discipline has a progression framework