Director, Customer Success & Service

b Overview /b p 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. /p b Pay / Benefits /b ul li Competitive compensation /li li 28 days of annual leave + holidays + wellbeing days /li li Private healthcare and dental coverage /li li Inclusive culture /li li Mental health support /li li Pension scheme /li /ul b Responsibilities /b ul li Lead field service engineers, customer-support, and applications specialists across the installed base. /li li Own service-contract renewal performance and establish a disciplined renewal process. /li li Manage service P L and improve the economics of the post-sale organization. /li li Establish customer satisfaction, uptime, response-time, and service-level metrics. /li li Improve mean time to repair and reduce avoidable customer downtime. /li li Oversee installations, preventative maintenance, break/fix, escalation, and case-management processes. /li li Ensure customers adopt ONI applications and workflows and receive appropriate applications support. /li li Identify customers at risk and coordinate cross-functional recovery plans. /li li Identify expansion, advocacy, and reference opportunities and route commercial opportunities appropriately. /li li Lead development of digital and AI-enabled support where it improves scale, responsiveness, or customer experience. /li li Build global staffing, process, and service capacity as the installed base grows. /li /ul b Key requirements /b ul li 8+ years of quota-carrying experience in sales, field service, customer success, applications, or post-sale operations in scientific instrumentation or related technical market. /li li Demonstrated people leadership and experience managing distributed technical teams. /li li Experience managing service economics, renewals, and customer experience. /li li Strong operational, escalation-management, and cross-functional leadership skills. /li li Ability to build scalable processes in a growing installed-base environment. /li /ul ul li leadership /li li cross-functional collaboration /li li problem-solving /li li renewals management /li li service operations /li li cross-functional leadership /li /ul