Customer Success Manager

Level: 4
Location: Hybrid (Boston based office)

At Automata, we're on a mission to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences—from diagnostics and drug discovery to synthetic biology.

But we’re more than just a company disrupting the industry—we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.

Why Work at Automata?

• Impact: Your work will directly contribute to advancements in science and medicine, supporting labs around the globe as they push boundaries in research and innovation.

• Innovation: You’ll be part of a team solving complex problems (seriously, no one else has figured out how to do this yet), using cutting-edge technology (we have robots).

• Growth: We invest in our people. Whether through hands-on experience, professional development, or collaborative projects, you’ll grow both professionally and personally.

• Community: Join a diverse, passionate team that values collaboration (golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).

Automata is a leading robotics and automation company powering the laboratories of the future. Our mission is to unlock labs’ space, people, and potential through automation hardware and software.

Our lab automation technology is efficient, scalable and reliable and effectively carries out routine tasks, to free up scientists to work on innovative research.

We are looking for a Customer Success Manager whose mission is to lead and grow a team of Customer Success Managers delivering a best-in-class experience for our global life sciences customers, while personally owning strategic account relationships and setting the standard for how Automata delivers integrated lab automation across regions.

Why is this role important for Automata?

You will be at the centre of how our customers experience Automata and help shape their success. You will act as a bridge between the customer and our internal solutions teams, ensuring they are successful with Automata’s LINQ platform. You will live at the intersection of science, hardware and software.

In this role you will be responsible for:

• Independently managing customer projects from contract signature through low-level design, procurement and assembly, in-house testing, disassembly, shipping, reassembly, re-testing, training and handover to field services, with minimal direction from senior team members.

• Owning a portfolio of multiple customers and projects at different stages of the lifecycle, allocating CSM, CSE and engineering resources across them and predicting resourcing needs ahead of time.

• Proactively identifying and evaluating risks to scope, timeline and budget, planning mitigations, and clearly articulating the impact of technical issues to internal and customer stakeholders.

• Acting as the established, trusted point of contact for customer end users and leadership, including leading difficult conversations about delays and issues and driving toward a positive outcome.

• Maintaining a strong understanding of current LINQ platform features, limitations and roadmap; evaluating and communicating platform gaps and workarounds to customers; and feeding customer requirements back to Product.

• Delivering customer training on the Automata system and presenting technical changes and their impact to senior, non-technical audiences.

• Supporting onboarding and knowledge sharing across the US Customer Success team, and leading improvement initiatives that affect your own projects and team.

What it takes:

• 5+ years in a customer facing delivery role (customer success, project management, applications, pre-sales or post-sales) within biotech, life sciences or lab automation.

• Scientific background or hands-on lab experience, with a working understanding of the science our customers run and how automation affects it.

• Track record of independently managing complex technical projects to time, scope and budget, including proactive risk identification and mitigation.

• Demonstrated success understanding highly technical and scientific challenges and effectively communicating a path forward to project stakeholders.

• Stakeholder management at a senior level, including leading difficult conversations with customer leadership.

• Strong presentation skills, with experience delivering training and presenting technical content to non-technical audiences.

• Proficiency with project management tools (Asana, Jira or similar).

• Experience in start-up or scale-up environments.

• Located in greater Boston (US HQ).

• Willingness to travel as needed for customer projects.
  
  What gets us excited?

  We’re passionate about the future of technology and automation, and our growing success is built upon like-minded individuals who share that passion.

  You will sit at the centre of how our customers experience Automata across the globe. This is a player-coach role where you will own strategic customer relationships while leading a team responsible for delivering complex automation programmes across different markets.

  You will help ensure that, regardless of where a customer is based, they experience the same high standard of partnership, delivery and technical expertise from Automata.

  You will be the bridge between our customers' scientists and our internal Solutions, Product, Engineering and Delivery teams, making sure every account realises the benefits of Automata's LINQ platform.

  If this sounds like a good fit and you tick the right boxes, you’ll love having the opportunity to build something that immediately adds value while helping shape how Automata delivers Customer Success globally.

US team benefits:

Healthcare 🩺
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 + 10 federal 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 🧠
Access the therapy for you and your family through Spill

Career progression frameworks 💫
Each department & discipline has a progression framework

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, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.