Director - Customer Success & Service

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.

Candidate profile

• 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.
• Demonstrated people leadership and experience managing distributed technical teams.
• Experience managing service economics, renewals, and customer experience.
• Strong operational, escalation-management, and cross-functional leadership skills.
• Ability to build scalable processes in a growing installed-base environment.