Senior Director, Customer Success – Resins and Technologies

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

📋 Description

• Create and implement a multi-year plan for Customer Success in the Resins & Technologies portfolio.

• Develop a cohesive customer engagement model that encompasses insights, analytics, adoption, technical partnerships, and commercial governance.

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

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

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

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

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

• Lead and cultivate the Customer Success organization.

• Manage leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Spec-in Governance.

• Provide senior oversight for the implementation of Go-to-Market strategies and growth initiatives within the global commercial organization.

• Organize customer programs for Cytiva’s new manufacturing facility located in Muskegon, Michigan, USA.

• Offer business unit guidance on contracts and negotiations.

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

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

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

• Oversee and continually enhance the complete customer journey.

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

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

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

⛳️ Requirements

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

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

• Proven capability to lead multi-disciplinary teams and achieve results in a global commercial setting.

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

• Strong leadership experience with stakeholders across product, R&D, commercial, and operational functions.

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

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

• Skilled in managing high-performance teams.

• Proficient in English, both written and spoken.

🏝️ Benefits

• Eligibility for bonus/incentive pay.

• Paid time off.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• Reasonable accommodations for applicants and employees with disabilities.