Senior Customer Success Manager, Life Sciences

This position is remote within the EMEA region, with the flexibility to work from our Munich or Budapest office.

The company  brings modern technology and AI into manufacturing. Manufacturing accounts for almost 20% of the global economy and one in every seven workers on Earth, yet remains among the least digitized. More than a decade ago, we created the category to close that gap: AI-native software that puts cutting-edge tools directly in the hands of the people on the manufacturing front lines. Because we are human-centered and tech-obsessed, we are building a future of work where human ingenuity is amplified with the latest technology.

In January 2026 we became one of Boston's few new AI unicorns, reaching a $1.3B valuation. We're growing double digits in revenue year over year. The world's best manufacturers run on the company - turning inventory 10x faster, releasing gene therapies in hours instead of weeks, and training master craftspeople to forge engagement rings 5x more rapidly. Headquartered in Somerville, MA with offices in Germany, Hungary, Singapore, Japan, and Israel, we've been consistently named a World Economic Forum Global Innovator, a Gartner leader, and one of Built In Boston's "Best Places to Work."

We run the way we build: AI-forward, humanistic, and high ownership. We're looking for builders who are energized by complex problems, rapid cycles, and the unique opportunity to see their impact on a global scale.

About You

• You are customer focussed and and excited to partner with customers to identify and deliver measurable impact

• You communicate clearly and effectively across levels, with people from the shop floor to engineering managers to c-level executives

• You like to solve problems, working closely with colleagues from other departments

• You have worked for or supported a Life Sciences company and understand their regulatory requirements

• You have experience in life science development, operations and/or manufacturing environments

• You Google your way out of most problems, and understand that every customer sees the world a bit differently

What skills do I need?

• BA/BS (MBA/Masters preferred)

• 5+ years of experience in Account Management, Customer Success, Product Management, Management Consulting or other client-facing roles in the Life Sciences industry

• Experience with change management in a GxP manufacturing and operations

• Experience creating and leading stakeholder & executive presentations, working with enterprise corporations and multicultural business environments

• Experience coordinating and leading actions among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)

• Bias for action and client impact

• Passion for continuous improvement and digital transformation

• Comfortable in a fast-paced, technology-driven business environment

• Ability to travel (estimated up to 15%)

Key Responsibilities

• Manage a portfolio of customer accounts by monitoring their adoption, utilization and overall health of their deployment

• Serve as internal customer champion

• Guide customers to use the company as a tool to improve their operations through digitization, including recommending new use cases, tracking and communicating ROI

• Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion

• Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales

• Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success function

Key Collaborators

• Customers

• Professional Services

• Customer Support

• Sales

• Product Management

• the company’s partners, who may also be supporting an account

Working At the company

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. We’re building a strong, diverse team that values hard work, families, and personal well-being.

Benefits of working with us include

• Direct impact on product and culture

• Company equity

• Competitive benefits package including commuter benefits, learning and development stipend, team events, catered lunches 3 days a week

• Flexible work schedule and unlimited vacation policy

• An inclusive, dog-friendly office with diverse and inspiring colleagues

We are an equal opportunity employer. At the company, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.