Director of Customer Success

About This Role

Driving customer adoption, retention, growth, and overall satisfaction across the Stellaromics portfolio is the core of this leadership role. The Director of Customer Success will define and execute the customer success strategy, mentor and build a high-performing team, and build scalable retention and expansion processes.

Responsibilities

• Define and execute the Customer Success strategy
• Mentor and build a high-performing team of Field Application Scientists, Field Service Engineers, and Central Support Scientists
• Build scalable retention/expansion processes
• Serve as the sponsor for key client accounts
• Set clear team and individual KPIs (NPS, MTBF, adoption metrics etc) and foster a high-accountability, supportive team culture
• Establish continuous training, career progression pathways, and performance development plans for team members
• Design and execute end-to-end customer lifecycle strategies (onboarding, adoption, retention, renewal, and advocacy)
• Establish scalable processes, playbooks, and automated self-serve tools to increase CS efficiency and improve customer outcomes
• Partner with Commercial Operations to monitor and report on CS metrics, churn risk, and health scores
• Drive Retention, Utilization, Growth, and Satisfaction targets across the customer base
• Collaborate closely with sales and sales leadership to drive revenue
• Manage high-risk accounts and serve as an executive escalation point for critical client challenges
• Act as the voice of the customer, synthesizing client feedback and requirements to help shape the product roadmap
• Responsibly manage to budget while maximizing customer impact
• Utilize analytics to drive decision-making to enable growth
• Partner with Sales for smooth customer handoffs and collaborate with Marketing on customer advocacy programs (Certified Service Provider, case studies, testimonials, advisory boards)

Requirements

• 7+ years of experience in Customer Success within the Biotechnology Tools space, with at least 3–5 years in a direct people management/leadership role
• Proven record of meeting or exceeding retention and customer satisfaction metrics while scaling an organization in a fast-paced environment
• Expertise in leveraging data, health scores, and analytics to drive decision-making
• Exceptional leadership, coaching, and talent management skills with experience scaling teams
• Outstanding verbal, written, and executive presentation skills; comfortable engaging with C-suite stakeholders
• Strong hands-on experience with Customer Success platforms, CRMs, and analytics tools
• PhD or equivalent experience in Biological Sciences or Engineering

Benefits

• Innovative Technology: Be part of a company at the cutting edge of spatial biology and genomics, revolutionizing the way researchers understand biology
• Impactful Role: You will have a significant impact on the department and the future of the company
• Collaborative Environment: Work with a talented, passionate team in a culture that values creativity, innovation, and teamwork
• Career Growth: Significant opportunities for professional development and career advancement

About the Company

Spun out of Stanford and MIT, Stellaromics is an innovative biotech startup founded in 2022. The company's pioneering proprietary technology helps researchers and clinicians create comprehensive cellular maps enhancing understanding of various diseases, with its flagship product STARmap and upcoming Pyxa™ suite of products. Stellaromics has a passionate management team and committed investors who believe in its patented technology and overall mission to profoundly advance biomedical research and accelerate the discovery of life-saving treatments.