Head of US Customer Success

The role

We are looking for someone to scale and lead the US Customer Success Team with vision and strategy to build and shape our US Customer Success team to give the very best service to our customers. Our customers’ growth and retention are a central pillar of our business, and more of the US is our next frontier.

Reporting directly to the Global VP of Customer Success, the Head of US Customer Success will grow the US team and support them to achieve their objectives by developing strategies and processes that deliver customer satisfaction from onboarding through all the phases of the customer lifecycle. This is a player/coach role, where you will be growing and enabling our US team to make our customers wildly successful, by also doing it yourself!

Our clients have a wide range of strategic goals, automation and software experience, and we would love for you to set out the strategy on how we meet their needs and aspirations. Our Customer Success team includes Customer Success Management, Professional Services and Customer Support, which are all functional areas supported by this role, and which we can use to deliver the very best experience.

What you will be accountable for

Implement the strategic plan for a positive customer experience, driving growth through renewals and expansions
Reduce churn and drive new business growth through greater advocacy and referenceability
Optimise customer lifecycle with initiatives that improve engagement and trust
Close internal collaboration with Marketing, Sales, Product, Engineering and other teams
Managing the US CS team in day-to-day responsibilities and inspiring working practices that help achieve our goals.
Building and implementing strategy for US customers, including day-to-day management of strategic accounts.

Synthace is a cloud-based experiment platform that enables life sciences R&D teams to do what would otherwise be impossible. It helps scientists innovate faster by automating high throughput experiments, structuring complex datasets, and allowing them to use powerful methodologies-like Design of Experiments-all within their browser.

The Synthace platform fundamentally transforms and improves the relationship between what scientists can imagine and what they can actually do in their lab. Instead of spending hours working with pen, paper and pipettes, they can spend that time focused on answering the questions that will solve humanity’s most pressing problems.

We’re proud of the group of exceptional people in our team that hail from over 25 countries (so far). We value the knowledge and different perspectives and insights that come from having a truly diverse group of amazing colleagues. We’re united in our passion for changing the world by unlocking the true potential of the life sciences.

Scientists in 7 out of the top 10 global pharmaceutical companies are now using Synthace and, following our latest $35M Series C funding round last year, we are looking to grow as we continue to revolutionise the life science industry.

What will set you up for success

Experience in a SaaS or subscription software company preferred
Background in STEM with academic qualifications of a Masters or higher.
Experience in people management, with communication and interpersonal skills that inspire and motivate the team
Ability to thrive in a fast-paced environment with adaptability and practicality more important than process and structure.
Ability to develop strategies and initiatives to achieve successful delivery, with a data-driven approach to measuring outcome and success.
Ability to address escalated client issues with speed and be the point of contact for the CS team across the three areas : CSM, Professional Services and Support.

Why join Synthace

To help solve humanity’s most pressing problems
Work with genuinely extraordinary people
Open, collaborative, and friendly culture
Challenging, groundbreaking and exciting work
Chance to be a part of the ‘fourth industrial revolution, helping us to create tools and systems that allow scientists to do things like cure cancer faster

Benefits: US

Compensation: Competitive salary/salary range, equity offering, 401K
Health and wellbeing: Health insurance, 20 days vacation, a quarterly day off to focus on wellbeing, and 1 day a year for volunteering, paid parental leave, plus plenty of social events.
Location: We are a hybrid company, which means you can work from our state of the art office in Boston and from home.

Synthace is proud to be an equal opportunity workplace where we celebrate our differences. With 25+ different nationalities working together, we consider our diversity to be a key strength that enables us to bring multiple perspectives to the table, and enrich the decisions that we make. We are committed to an inclusive culture where everyone feels respected being their true selves.