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,…