Level 6

Salary band £78,000 - £110,000

15% bonus (annual & discretionary & performance based)

Hybrid working from our London office

Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.

We work with labs across the world to understand their specific workflows and needs and develop personalised solutions that range from diagnostic, and drug discovery to synthetic biology. Our LINQ platform allows us to simplify everyday automation tasks, while supporting more advanced paths for specialised workflows, in a fast, flexible, and cost-efficient way.

We're looking for a Director of Customer Success - EMEA whose mission is to ensure our customers receive a best-in-class experience throughout their journey with us. Enabling them to truly realise the benefits of integrated lab automation. You will be leading Automata's EMEA CS team to deliver to and support our European customer base

Why is this role important at Automata?

As the Director of Customer Success for EMEA, you will lead on our customer relationships and manage teams of customer success managers, deployment engineers and field service engineers.

You will be responsible for:

• Manage each of the team leads within the customer success manager, deployment engineering and field service engineering teams

• Represent our European customers internally to Automata, the leadership and the board

• A relentless customer focus that translates into how you choose to operate your organisation

• Run reporting, internal governance, processes, resourcing, etc, to ensure our European customers are supported

• Immerse yourself in any high priority issues that our European customers are facing, alongside the customer success manager that is supporting that customer

• Be responsible for our revenue recognition and live workcell success rate targets

What it takes:

• Experience in a customer success role within the life sciences industry, or in the SaaS space

• Management experience, including managing multiple teams and skill sets simultaneously

• Demonstrated success in building high-performing services organisations that incorporate a range of skills into their offering

• Technical expertise in implementing tools, processes and ways of working, that set up services organisations for scale

• Willingness to travel as-needed for customer project.

Attributes we’re looking for:

• Communication

• Accountability

• Resilient

• Data Driven

• Customer Focus

Nice to haves:

• Technical experience within the life sciences industry

• Experience building out a services organisation at an early stage company

• Experience working with peers internationally

What gets us excited?

We’re passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.

We are looking for someone who lives and breathes customer success and is passionate about solving complex lab automation and scientific workflow challenges.

The ideal candidate will create a vision for the future of this function and work collaboratively across the company to see it achieved, while building the team in a hands-on capacity as Automata's customer base grows.