Director, Customer Success & Service

Overview

In this role you own the post-sale customer experience and scale the Customer Success & Service organization to maximize uptime, adoption, renewals, and long-term value. You lead global field service, support, and applications teams, shaping service economics and cross-functional recovery plans for at-risk customers. You’ll drive AI-enabled support and scalable processes as ONI’s installed base grows, contributing to mission-driven scientific discovery.

Pay / Benefits

• Competitive compensation
• 28 days of annual leave + holidays + wellbeing days
• Private healthcare and dental coverage
• Inclusive culture
• Mental health support
• Pension scheme

Responsibilities

• Lead field service engineers, customer-support, and 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 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.

Key requirements

• 8+ years of quota-carrying experience in sales, field service, customer success, applications, or post-sale operations in scientific instrumentation or 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.

• leadership
• cross-functional collaboration
• problem-solving
• renewals management
• service operations
• cross-functional leadership

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