Director, Customer Success & Service

Own the post-sale customer experience and build a scalable Customer Success & Service organisation that maximizes system uptime, customer adoption, service-contract renewal, and long-term customer value.

Responsibilities
Lead field service engineers, customer-support, and support-field 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 successfully 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.

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

At ONI, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace.

As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. But that's not all - our perks include:

Competitive Compensation We recognise and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized.
28 days of annual leave plus local bank holidays and 4 dedicated wellbeing days.
Private Healthcare and Dental Coverage: Your health matters to us. Access top-notch medical and dental services, ensuring your well-being is in good hands.
Inclusive Culture: Be a valued member of our diverse, inclusive family. Your unique perspective is celebrated here, fostering a culture of mutual respect and understanding.
Health Assured: Your mental health is essential. Access our comprehensive mental health support services for a balanced work-life experience.
People’s Pension: Secure your future with our pension scheme, investing in your financial well-being beyond the workplace.
Perks at Work: Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life.