Director, Customer Success
Director, Customer Success
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$ 175000 - 200000
1 Vacancy
Job Description
Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology
At IDBS one of Danahers 15 operating companies our work saves livesand were all united by a shared commitment to innovate for tangible impact.
Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement you help turn ideas into impact innovating at the speed of life.
IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients. As a trusted longterm partner to 80% of the top 20 global BioPharma companies IDBS delivers powerful cloud software and services specifically designed to meet the evolving needs of the BioPharma sector.
IDBS a Danaher company leverages 35 years of scientific informatics expertise to help organizations design execute and orchestrate processes manage contextualize and structure data and gain valuable insights throughout the product lifecycle from R&D through manufacturing. Known for its signature IDBS EWorkBook software IDBS has extended its flexible scalable solutions to the IDBS Polar and PIMS cloud platforms to help scientists make smarter decisions with assured confidence in both GxP and nonGxP environments.
Learn about the Danaher Business System which makes everything possible.
The Director Customer Success is responsible for developing longterm strategies for customer value creation retention engagement and advocacy. This role will lead the Customer Success Management Team and will be responsible for the creation implementation and ongoing development activities of the Customer Success Management practice within IDBS.
This position reports to the VP Customer Operations and is located in Boston MA and will be an officebased role with direct reports based in the US and EMEA. The Director of Customer Success will collaborate closely with crossfunctional teams including sales professional services customer operations product management and marketing to ensure alignment on customer needs and business objectives. The position requires a mix of strategic vision leadership and a strong understanding of SaaS Customer Lifecycle Management.
In this role you will have the opportunity to:
- Customer Success Strategy: Define and lead the customer success strategy focusing on driving customer adoption retention and expansion. Ensure alignment with overall business objectives to achieve revenue growth customer business goals with clear resource and capability plans.
- Team Leadership: Manage and coach a team of Customer Success Managers (CSMs) providing guidance on stakeholder management customer business outcomes customer retention and expansion. Foster a highperformance culture focused on customer outcomes and team collaboration. Manage department budget with tools/systems required by team to be successful.
- Customer Retention & Growth: Develop strategies to reduce churn and increase customer retention. Identify and drive expansion opportunities within the existing customer base working closely with the sales team.
- Customer Advocacy: Act as the Voice of the Customer within the company ensuring customer needs and feedback are communicated and understood across internal teams. Advocate for customers and help drive product improvements based on their feedback.
- Continuous Improvement: Implement scalable processes and systems for customer success. Continuously improve these processes to optimize customer experiences and operational efficiency.
- Performance Metrics: Own and monitor key performance indicators (KPIs) related tocustomer success such as Customer Adoption; Net Revenue Retention (NRR); Advocacy (e.g. Customer Business Outcomes; Net Promoter Scores (NPS); Customer Success Stories); Account Expansion though CSM Qualified Leads. Use datadriven insights to identify risks and opportunities.
- Crossfunctional Collaboration: Collaborate with sales professional services product management customer operations and marketing teams to align customer success initiatives with product features marketing events & campaigns and sales targets.
The essential requirements of the job include:
- Bachelors degree (B.A./ B.S.) or equivalent in a Life Science discipline(advanced degree preferred)
- Proven experience in a senior customer success role within a SaaS company.
- Strong understanding of SaaS metrics customer lifecycle management and best practices in customer success onboarding and adoption strategies.
- Excellent leadership and people management skills with experience leading developing and scaling a highperforming customer success team.
- Exceptional communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders. Accustomed to dealing with complex customer organizations and multiple stakeholders including VP and Clevel decision makers at large organizations.
- Datadriven mindset with the ability to analyze and interpret customer success metrics to drive strategic decisions.
Travel Motor Vehicle Record & Physical/Environment Requirements:
- This position requires the ability to travel approximately 2040% of the time. Candidates must be willing and able to travel domestically and internationally as needed for business purposes including travel for customer visits conferences and internal meetings.
IDBS a Danaher operating company offers a broad array of comprehensive competitive benefit programs that add value to our lives. Whether its a health care program or paid time off our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
The salary range for this role is $175000$200000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with the law.
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Join our winning team today. Together well accelerate the reallife impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges architecting solutions that bring the power of science to life.
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Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race color national origin religion sex age marital status disability veteran status sexual orientation gender identity or other characteristics protected by law. We value diversity and the existence of similarities and differences both visible and not found in our workforce workplace and throughout the markets we serve. Our associates customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
The EEO posters are available here.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us at to request accommodation.
Required Experience:
Director
Employment Type
Full-Time
