Azenta Life Sciences

Director, Technical Customer Success

Azenta Life Sciences

full-time

Posted on:

Location Type: Office

Location: Burlington • Massachusetts • United States

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Salary

💰 $118,000 - $148,000 per year

Job Level

Lead

About the role

  • Serve as the primary post-sales technical point of contact for assigned customers
  • Build trusted relationships with customer stakeholders across scientific, technical, and operational functions
  • Proactively identify risks, opportunities, and unmet needs to drive customer value and retention
  • Ensure a high-quality customer experience throughout onboarding, implementation, and ongoing engagement
  • Lead complex customer initiatives from kickoff through successful resolution, including implementations, escalations, and optimization projects
  • Develop and manage project plans, timelines, and cross-functional deliverables
  • Drive accountability across internal teams to meet commitments and deadlines
  • Partner with Technical Sales, Applications, Service, and Product teams to deliver integrated customer solutions
  • Identify and communicate product improvement opportunities based on customer feedback
  • Monitor customer health, adoption metrics, and success outcomes
  • Identify expansion opportunities in partnership with Sales

Requirements

  • Bachelor’s degree in a scientific, engineering, or related technical field (advanced degree preferred)
  • 5+ years of experience in customer success, technical support, applications, program management, or related customer-facing roles
  • Demonstrated ability to manage complex projects with multiple stakeholders
  • Strong problem-solving skills with the ability to operate effectively in ambiguous environments
  • Proven track record of driving issues to resolution and delivering customer outcomes
  • Excellent communication and relationship-building skills across technical and non-technical audiences
  • Highly self-motivated with a strong sense of ownership and personal accountability
Benefits
  • Health insurance
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer successtechnical supportprogram managementimplementationescalation managementoptimizationdata analysismetrics monitoringrisk assessment
Soft Skills
relationship buildingproblem-solvingcommunicationaccountabilityself-motivationstakeholder managementadaptabilitycustomer engagementcollaborationleadership