Director, Technical Customer Success

The Director of Technical Customer Success is a senior, customer‑facing leader responsible for driving post‑sales value realization, adoption, and long‑term strategic growth across a portfolio of key and strategic customers. This role serves as a trusted advisor to customers and an internal orchestrator across Sales, Applications, Service, Product, and Operations to ensure measurable customer outcomes.

This leader brings a customer‑obsessed mindset, strong technical credibility, and disciplined program leadership to complex, high‑impact customer engagements. They operate comfortably in ambiguity, take personal ownership for outcomes, and drive progress through influence rather than formal authority. Success in this role requires executive‑level communication skills, emotional intelligence, and the ability to align diverse stakeholders while maintaining momentum and accountability.

The Director of Technical Customer Success is ultimately accountable for customer experience, retention, expansion readiness, and the health of strategic customer relationships.

Key Responsibilities

Customer Success & Relationship Management

• Serve as the primary post-sales technical point of contact for assigned customers.
• Build trusted relationships with customer stakeholders across scientific, technical, and operational functions.
• Proactively identify risks, opportunities, and unmet needs to drive customer value and retention.
• Ensure a high-quality customer experience throughout onboarding, implementation, and ongoing engagement.

Program & Project Leadership

• Lead complex customer initiatives from kickoff through successful resolution, including implementations, escalations, and optimization projects.
• Develop and manage project plans, timelines, and cross-functional deliverables.
• Drive accountability across internal teams to meet commitments and deadlines.
• Navigate ambiguity and competing priorities while maintaining forward momentum.

Technical & Operational Expertise

• Partner with Technical Sales, Applications, Service, and Product teams to deliver integrated customer solutions.
• Translate customer requirements into actionable internal plans.
• Provide technical guidance and coordination to support adoption and workflow optimization.
• Identify and communicate product improvement opportunities based on customer feedback.

Issue Resolution & Escalation Management

• Own customer issues end-to-end, ensuring timely resolution and clear communication.
• Lead cross-functional problem solving for complex technical or operational challenges.
• Implement preventative strategies to reduce recurring issues.

Continuous Improvement & Growth

• Monitor customer health, adoption metrics, and success outcomes.
• Identify expansion opportunities in partnership with Sales.
• Contribute to process improvements, playbooks, and best practices for the customer success function.

Required Qualifications

• Bachelor’s degree in a scientific, engineering, or related technical field (advanced degree preferred).
• 5+ years of experience in customer success, technical support, applications, program management, or related customer-facing roles.
• Demonstrated ability to manage complex projects with multiple stakeholders.
• Strong problem-solving skills with the ability to operate effectively in ambiguous environments.
• Proven track record of driving issues to resolution and delivering customer outcomes.
• Excellent communication and relationship-building skills across technical and non-technical audiences.
• Highly self-motivated with a strong sense of ownership and personal accountability.

Preferred Qualifications

• Experience in life sciences, laboratory automation, genomics, or related technical industries.
• Program or project management training or certification (PMP, Agile, etc.).
• Experience working in cross-functional commercial organizations (Sales, Applications, Product, Service).
• Familiarity with CRM and customer success tools.

Key Competencies

• Customer-first mindset
• Ownership and initiative
• Program leadership
• Technical credibility
• Cross-functional collaboration
• Strategic thinking
• Resilience and adaptability
• Execution discipline

What Success Looks Like

• Customers achieve measurable value and adoption milestones.
• Issues are resolved quickly with clear communication.
• Strong internal alignment across teams supporting customers.
• High customer satisfaction, retention, and growth.
• Reputation as a trusted advisor internally and externally.

EOE M/F/Disabled/VET

Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.

The posted pay range for this position is an estimate based on current market data and internal pay structure. Final compensation may vary above or below this range depending on factors such as experience, education (including licensure and certifications),  qualifications, performance, and geographic location, among other relevant business or organizational needs.