(Associate) Director, Global Customer Success

The (Associate) Director, Global Customer Success is part of the global commercial organization and reports to the SVP, Business Transformation / Commercial.

This role serves as the global owner of customer success related processes and operating standards, encompassing customer service, customer support, field technical support, molecular application support, and service billing.

While regional teams execute customer-facing activities locally, this role defines the global operating model, performance metrics, tools, and processes required to deliver a consistent, high-quality customer experience, enable sales and to support efficient scaling of the business. The role works cross-functionally as needed to ensure alignment between customer experience, operational execution, sales teams and business objectives.

Accountabilities

The role includes, but is not limited to, the following accountabilities:

Global Ownership of Customer Engagement Operations

• Own the design, implementation, and continuous improvement of global customer engagement processes, including customer service, customer support, field technical support, molecular application support, and service billing.
• Act as the global process owner for customer success–related SOPs, escalation pathways, and issue resolution workflows.
• Own case, complaint, and inquiry management processes and ensure consistent, compliant handling across regions.
• Work closely with global sales leadership to ensure alignment to drive growth and product adoption.

Performance Management & Operational Excellence

• Define, implement, and own global customer engagement KPIs, dashboards, and performance review mechanisms.
• Monitor service levels, responsiveness, issue resolution, and operational efficiency, and drive corrective actions where needed.
• Lead continuous improvement initiatives to enhance customer experience while scaling operations efficiently.
• Ensure systems, tools, and processes support consistent execution and data-driven decision-making globally.

Resource & Capacity Planning

• Own global resource and capacity planning for customer success related functions, aligned with business growth, product roadmap, and installed base expansion.
• Partner with regional leadership to plan headcount, capabilities, and budget requirements, including approval of customer success–related investments.
• Ensure an appropriate balance between internal teams and external service providers to support scalable global operations.

Customer Experience & Service Model Evolution (Influence)

• Influence global customer experience strategy through operational insights, performance data, and customer feedback.
• Contribute to the evolution of service offerings, support models, and service monetization strategies.
• Support successful product adoption and utilization by ensuring customer-facing teams are enabled with the right processes, tools, and training.

Governance & Risk

• Serve as the primary escalation point for complex or high-impact customer issues.
• Ensure compliance with applicable quality systems, regulatory requirements, and internal policies across customer success operations.

People Leadership & Team Development

• Provide direct leadership to managers and/or team leads responsible for customer service, customer support, field technical support, molecular application support, and service billing activities.
• Establish clear expectations, performance standards, and accountability across teams through effective management rhythms and performance reviews.
• Coach and develop managers and team leads to build strong, scalable teams with consistent execution and customer focus.
• Build organizational capability and succession depth to support continued global growth.

Who are we looking for ?

Education:

Advanced degree in life sciences, engineering, or a related discipline is strongly preferred or equivalent by experience.  Leadership experience will be considered an added value.

Experience:

• 8–12+ years of progressive experience in customer service, customer support, field service, technical support, or customer success within molecular diagnostics or medical devices (mandatory).
• Experience in precision oncology or adjacent oncology diagnostics preferred.
• Proven experience managing managers or team leads in a complex, technical, customer-facing environment.
• Demonstrated experience operating in a global or multi-region organization; experience working with distributors and partner-supported markets required.
• Hands-on experience with service revenue models, including service contracts, billing, preventive maintenance, or time-and-material service offerings.
• Regular interaction with commercial teams, including Sales and Marketing, without direct quota responsibility.
• Experience operating in a regulated environment (e.g., ISO, medical device or IVD regulations).

Skills & Capabilities: 

• Strong operational leadership with the ability to scale processes efficiently while maintaining high customer experience standards.
• Data-driven mindset with experience defining and managing KPIs, dashboards, and performance improvement initiatives.
• Ability to balance standardization with regional execution needs.
• Clear communicator with the ability to influence across functions and levels of the organization.
• Comfortable operating in a fast-growing, evolving organization.

Our offering ?

We offer you an exciting job in a fast growing international and innovative environment where you can work with top entrepreneurs in the biotech industry. You can be part of a very dynamic, young and growing team.

We offer a true company culture based on Shared Values.

You will have freedom to shape your work and shape your job where you deem it necessary: we value your input.

Of course we offer you an appropriate compensation package which includes a Flexible Income Plan.