Director, Customer Success & Service

About the role

The Director of Customer Success & Service will own the post-sale customer experience and build a scalable organization focused on maximizing system uptime, customer adoption, and service-contract renewals. This role involves managing service P&L, leading technical teams, and establishing key performance metrics to ensure long-term customer value and operational efficiency. The successful candidate will drive the development of digital and AI-enabled support to scale operations as the company's installed base grows.

Responsibilities

• Lead field service engineers, customer-support, and support-field applications specialists across the installed base.
• Own service-contract renewal performance and establish a disciplined renewal process.
• Manage service P&L and improve the economics of the post-sale organization.
• Establish customer satisfaction, uptime, response-time, and service-level metrics.
• Improve mean time to repair and reduce avoidable customer downtime.
• Oversee installations, preventative maintenance, break/fix, escalation, and case-management processes.
• Ensure customers successfully adopt ONI applications and workflows and receive appropriate applications support.
• Identify customers at risk and coordinate cross-functional recovery plans.
• Identify expansion, advocacy, and reference opportunities and route commercial opportunities appropriately.
• Lead development of digital and AI-enabled support where it improves scale, responsiveness, or customer experience.
• Build global staffing, process, and service capacity as the installed base grows.

Required skills

• Commercial
• People leadership
• Service P&L management
• Operational leadership
• Escalation management

Qualifications

• 8+ years of quota carrying experience in sales, field service, customer success, applications, or post-sale operations within scientific instrumentation or a related technical market

Benefits

• 28 days of annual leave
• 4 dedicated wellbeing days
• Private Healthcare
• Dental Coverage
• Mental health support services
• Pension scheme
• Employee discount program

About the Company

ONI is driven by a mission to propel scientific discovery and combat diseases by granting everyone the ability to visualise, comprehend, and share the intricate microscopic details of life. Their revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level.