Customer Success Manager (Lab Automation)

Location: US-based; Greater Boston preferred for hybrid work. Strong remote candidates may be considered with regular travel to the UK or US headquarters. Customer-site travel is typically 20–30%.

Company

hirify.global develops LINQ laboratory automation hardware and software to streamline life sciences workflows and support scientific research.

What you will do

• Line manage four to six Customer Success Managers through regular 1:1s, coaching, development plans, performance reviews, hiring, and onboarding.
• Own strategic accounts from contract signature through design, procurement, build, testing, shipping, installation, training, and handover to field services.
• Serve as the senior point of contact for customer scientists and leadership, managing timelines, scope, risks, delays, and technical trade-offs.
• Oversee timelines, resourcing, risks, and mitigations across US accounts, escalating issues and forecasting capacity across customer success, success engineering, and field service.
• Lead process improvements and represent customer needs to Product while communicating product priorities and roadmap gaps.
• Build relationships with third-party instrument vendors to improve deployment outcomes.

Requirements

• 8+ years in customer-facing life sciences or laboratory technology roles, including at least 2 years managing a customer-facing team.
• Experience delivering complex, multi-stakeholder hardware and software deployments into working laboratories.
• Expert knowledge of laboratory science, lab automation vendors, instrument capabilities, and scientific workflows.
• Strong program management skills, including concurrent project delivery, risk mitigation, resource allocation, and leadership reporting.
• Experience with Asana, Jira, or similar project management tools.
• Must be US-based; willingness to travel to customer sites is required.

Nice to have

• Experience with automated lab equipment, scheduling software, Python, SDKs, or JSON.
• Scientific depth in cell-based assays, genomics, proteomics, or clinical diagnostics.
• Experience with regulated or GxP environments and lab automation compliance and safety standards.
• Experience owning renewals, expansions, and other commercial outcomes.
• Prior Principal or Staff-level Customer Success Manager experience or experience scaling a customer success or professional services function.

Culture & Benefits

• Work on laboratory robotics and automation supporting diagnostics, drug discovery, synthetic biology, and other life sciences research.
• Professional development and career progression frameworks across departments and disciplines.
• Competitive US healthcare coverage for employees and families.
• 401(k) retirement savings plan, well-being budget, and mental health support.
• 30 days of holiday plus 10 federal holidays, paid sick leave, dependent leave, personal days, birthday leave, and volunteering days.