Director, Customer Success & Service

Join ONI and Explore the Boundaries of Scientific Discovery!

At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualise, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.

Own the post-sale customer experience and build a scalable Customer Success & Service organisation that maximizes system uptime, customer adoption, service-contract renewal, and long-term customer value.

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.