Automata

Customer Success Manager

• Lead and grow a team of Customer Success Managers delivering a best-in-class experience for global life sciences customers
• Personally own strategic customer relationships
• Independently manage customer projects from contract signature through design, procurement, assembly, testing, shipping, reassembly, training, and handover to field services
• Own a portfolio of multiple customers and projects at different lifecycle stages
• Allocate CSM, CSE, and engineering resources and predict future resourcing needs
• Identify and evaluate scope, timeline, and budget risks and plan mitigations
• Serve as a trusted point of contact for customer end users and leadership
• Lead difficult conversations about delays and issues and drive positive outcomes
• Maintain understanding of LINQ platform features, limitations, and roadmap
• Evaluate and communicate platform gaps and workarounds to customers
• Feed customer requirements back to Product
• Deliver customer training on the Automata system
• Present technical changes and impacts to senior non-technical audiences
• Support onboarding and knowledge sharing across the US Customer Success team
• Lead improvement initiatives affecting projects and the team
• Bridge customers with Solutions, Product, Engineering, and Delivery teams to ensure successful use of the LINQ platform

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Customer Success Manager