Customer Success Manager

Level: 4
Salary band: $130,000-$160,000
Bonus: 8% performance-based, discretionary
Hybrid

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).

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

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:

• 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.
  
• Maintaining multiple customers and multiple projects at different stages during the customer lifecycle.
• Supporting 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.

What it takes:

• 5+ years pre-sales, post-sales, or adjacent customer-facing role (preferably within the biotech space).
• Prior experience with project management tools (Asana, Jira, etc.)
• Demonstrated success in understanding highly technical and scientific challenges and effectively communicating a path forward to project stakeholders
• Stakeholder management at a senior level
• Experience in start-up environments
• Located in Greater Boston (US HQ)
• Willingness to travel as needed for customer projects

Nice to haves:

• Experience in the lab specifically with automated lab equipment
  
• Experience with software platforms, instrument/hardware driver development or integrations with lab systems (ELN, LIMS, etc.)
  
• Experience in start-up environments

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 + 8 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

• Flexible working ⏰
  Work when and where is best for you

 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.