Customer Success Engineer assisting customers with onboarding and technical integrations for SaaS payment platform. Collaborating across teams to solve complex issues and enhance customer workflows.
About the role
- Director of Technical Customer Success at Azenta focusing on driving customer outcomes and managing post-sales engagements. Leading technical initiatives across departments for strategic client relationships.
Responsibilities
- 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
- 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
- Partner with Technical Sales, Applications, Service, and Product teams to deliver integrated customer solutions
- Identify and communicate product improvement opportunities based on customer feedback
- Monitor customer health, adoption metrics, and success outcomes
- Identify expansion opportunities in partnership with Sales
Requirements
- 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
Benefits
- Health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
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