Senior Director Customer Success, Resins and Technologies (USA, REMOTE)

Be part of something altogether life-changing by shaping customer-driven decision making

Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake lifesaving activities ranging from fundamental biological research to developing innovative vaccines new medicines and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us working on challenges that truly matter with people that care for each other our customers and their patients. With associates across 40 countries Cytiva is a place where every day is a learning opportunity so you can grow your career and expand your skills in the long term.

Forming part of the Biotechnology segment at Danaher we bring together dedicated technical expertise and talent to develop the next generation of lifechanging therapeutics.

As the Senior Director Customer Success for the Resins & Technologies business unit you will lead a global multidisciplinary organization responsible for delivering exceptional customer experience across the entire lifecyclefrom initial engagement and specification through adoption expansion and long-term value this senior leadership role you will collaborate closely with commercial product management strategy marketing operations and R&D teams to ensure customers receive industryleading support insights and partnership. You will also serve as the owner of the GotoMarket strategy enabling market growth portfolio leadership and customer success at scale. This role is based in the United States. You will report to the VP for Product Management in the Resins and Technologies business unit.

In this role you will have the opportunity to:

Lead global Customer Success strategy execution:

• Develop and execute the Customer Success multi-year plan for the Resins & Technologies portfolio aligning with business unit goals and commercial priorities.
• Establish a unified customer engagement model across insights analytics adoption technical partnership and commercial governance.
• Elevate Voice of Customer (VoC) capabilities across the organization ensuring customer insight integrates into product R&D and commercial strategy discussions.
• Own and lead the Resins and Technologies GotoMarket strategy.
• Serve as the senior leader responsible for GotoMarket planning positioning segmentation and customer adoption pathways.
• Ensure successful enablement of global Sales Marketing and R&D teams through Commercial Playbooks and data-driven targeting.
• Drive portfolio growth through deep analytics competitive intelligence and customerfocused value differentiation.

Lead and develop a highperforming Customer Success organization. You will directly manage leaders responsible for:

• Customer Success & Adoption
• Customer Insights & Product Analytics
• Specin Governance

Provide senior oversight for:

• Go-to-Market implementation and deployment
• Co-ordination of planning and execution of growth initiatives with the global commercial organization including sales specialists regional account managers and the Global Strategic Account team.
• Coordination of customer programs for Cytivas new manufacturing site in Muskegon MI USA.
• Provide business unit guidance for a contracts & negotiations framework

Drive insights analytics and data-driven decision making:

• Set the vision for customer product and market analytics across the business unit.
• Oversee development of segmentation customer journey mapping adoption analytics and whitespace identification.
• Ensure insights translate into actionable requirements for portfolio strategy commercial execution and product innovation.
• Integrate predictive analytics and customer health metrics to inform life cycle management activities in the PM teams.

Advance customer experience and lifecycle excellence:

• Govern design and continuous improvement of the endtoend customer journey.
• Drive initiatives that enhance onboarding adoption retention satisfaction and longterm partnership.
• Build scalable processes for proactive customer engagement escalations management and systemic issue resolution.

The essential requirements of the job include:

• Masters degree in Life Sciences Business Data Science Marketing or a related field.
• Extensive experience in Customer Success Commercial Excellence Product Management or related customerfacing leadership roles.
• Demonstrated ability to lead multidisciplinary teams and drive results in a global commercial environment.
• Proven ability to translate complex customer product and market data into strategic recommendations.
• Strong stakeholder leadership experience across product R&D commercial and operational functions.
• Experience in Customer Insights Analytics Market Research or Commercial Strategy.
• Experience within the Pharmaceuticals Life Sciences or Biotechnology industry.
• Experience of managing high-performance teams.
• Fluency in English both written and oral.
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Cytiva 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 annual salary range for this role if based in the United States is $220000 - $240000. 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.

This job is also eligible for bonus / incentive pay. This is the target earnings as % of base annual salary subject to objective eligibility criteria and performance conditions as set out in the applicable scheme terms and conditions.

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Join our winning team today. Together well accelerate the real-life 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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