{"id":2337146,"url":"https://alion.io/job/oni-director-customer-success-service","title":"Director, Customer Success & Service","company":{"id":3782955,"name":"ONI","domain":"oni.bio","url":"https://alion.io/company/oni-3","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oxford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":97000,"max_usd":197000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":393},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T09:42:51Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-11-01T12:19:22Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Join ONI and Explore the Boundaries of Scientific Discovery!\nAt 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.\nOwn 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.\nResponsibilities\nLead field service engineers, customer-support, and support-field applications specialists across the installed base.\nOwn service-contract renewal performance and establish a disciplined renewal process.\nManage service P&L and improve the economics of the post-sale organization.\nEstablish customer satisfaction, uptime, response-time, and service-level metrics.\nImprove mean time to repair and reduce avoidable customer downtime.\nOversee installations, preventative maintenance, break/fix, escalation, and case-management processes.\nEnsure customers successfully adopt ONI applications and workflows and receive appropriate applications support.\nIdentify customers at risk and coordinate cross-functional recovery plans.\nIdentify expansion, advocacy, and reference opportunities and route commercial opportunities appropriately.\nLead development of digital and AI-enabled support where it improves scale, responsiveness, or customer experience.\nBuild global staffing, process, and service capacity as the installed base grows.\nCandidate profile\n8+ years of quota carrying experience in sales, field service, customer success, applications, or post-sale operations within scientific instrumentation or a related technical market.\nDemonstrated people leadership and experience managing distributed technical teams.\nExperience managing service economics, renewals, and customer experience.\nStrong operational, escalation-management, and cross-functional leadership skills.\nAbility to build scalable processes in a growing installed-base 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