Customer Success Manager (Lab Automation)

Location: Hybrid, Boston-based office; must be located in greater Boston, US. Travel is required as needed for customer projects.

Company

hirify.global develops integrated laboratory automation hardware and software through its LINQ platform for life sciences laboratories.

What you will do

• Lead and grow the Customer Success team while personally owning strategic customer relationships.
• Manage customer projects from contract signature through design, procurement, assembly, testing, shipping, reassembly, training, and handover to field services.
• Own multiple customer and project portfolios, allocate CSM, CSE, and engineering resources, and forecast resourcing needs.
• Identify and mitigate scope, timeline, budget, and technical risks, communicating impacts to internal and customer stakeholders.
• Serve as the trusted customer contact, lead difficult conversations, and drive positive outcomes.
• Maintain knowledge of LINQ features, limitations, roadmap, and workarounds; deliver training and communicate customer requirements to Product.

Requirements

• 5+ years of customer-facing delivery experience in customer success, project management, applications, pre-sales, or post-sales within biotech, life sciences, or lab automation.
• Scientific background or hands-on laboratory experience, with an understanding of customers’ science and the impact of automation.
• Proven ability to independently manage complex technical projects to time, scope, and budget, including proactive risk identification and mitigation.
• Ability to understand highly technical and scientific challenges and communicate a path forward to stakeholders.
• Senior-level stakeholder management, including difficult conversations with customer leadership.
• Strong presentation skills and experience delivering training and technical content to non-technical audiences.
• Proficiency with project management tools such as Asana, Jira, or similar.
• Experience in startup or scale-up environments.
• Located in greater Boston, US.
• Willingness to travel as needed for customer projects.

Culture & Benefits

• Work in a hybrid setup with a Boston-based US team.
• Healthcare coverage for employees and families, a 401(k) retirement savings plan, and a well-being budget.
• 30 days of holiday plus 10 federal holidays, paid sick leave, and additional leave for dependents, birthdays, volunteering, and personal days.
• Mental health support and career progression frameworks.
• Collaborative, inclusive environment focused on laboratory automation, science, and innovation.