Senior Director, Customer Success – Resins and Technologies

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the multi-year Customer Success strategy for the Resins & Technologies portfolio.

• Create a cohesive customer engagement model encompassing insights, analytics, adoption, technical partnerships, and commercial governance.

• Enhance Voice of Customer capabilities and embed customer insights into discussions regarding product, R&D, and commercial strategies.

• Take ownership of the Go-to-Market strategy for Resins and Technologies.

• Oversee Go-to-Market planning, positioning, segmentation, and pathways for customer adoption.

• Empower global Sales, Marketing, and R&D teams through the development of Commercial Playbooks and data-driven targeting.

• Propel portfolio growth by leveraging analytics, competitive intelligence, and customer-centric value differentiation.

• Lead and nurture the Customer Success organization.

• Ensure effective Go-to-Market execution and growth initiatives in collaboration with the global commercial organization.

• Coordinate customer programs for Cytiva’s new manufacturing facility in Muskegon, Michigan.

• Provide guidance for contracts and negotiations at the business unit level.

• Establish the vision for customer, product, and market analytics.

• Supervise segmentation, customer journey mapping, adoption analytics, and whitespace identification.

• Integrate predictive analytics and customer health metrics into lifecycle management.

• Oversee the ongoing enhancement of the complete customer journey.

• Promote onboarding, adoption, retention, satisfaction, and long-term partnership initiatives.

• Develop scalable processes for proactive customer engagement, escalation management, and resolution of systemic issues.

• Report directly to the VP for Product Management in the Resins and Technologies business unit.

⛳️ Requirements

• Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related discipline.

• Significant experience in Customer Success, Commercial Excellence, Product Management, or other customer-facing leadership positions.

• Proven track record of leading cross-functional teams and achieving results in a global commercial context.

• Demonstrated ability to convert complex customer, product, and market data into actionable strategic recommendations.

• Strong experience in stakeholder leadership across product, R&D, commercial, and operational areas.

• Background in Customer Insights, Analytics, Market Research, or Commercial Strategy.

• Experience in the Pharmaceuticals, Life Sciences, or Biotechnology sectors.

• Experience in managing high-performance teams.

• Proficiency in English, both written and spoken.

🏝️ Benefits

• Bonus/incentive pay.

• Paid time off.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k).