Remote Position
[Remote] Senior Director Customer Success, Resins and Technologies (USA, REMOTE)
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Cytiva is hiring a Senior Director of Customer Success for its Resins & Technologies business unit. The role leads global customer success strategy and the Go-to-Market strategy, overseeing customer engagement, insights and analytics, adoption, and lifecycle excellence to drive portfolio growth and customer value.
Responsibilities
- Develop and execute the Customer Success multi-year plan for the Resins & Technologies portfolio, aligning with business unit goals and commercial priorities
- Establish a unified customer engagement model across insights, analytics, adoption, technical partnership, and commercial governance
- Elevate Voice of Customer (VoC) capabilities across the organization, ensuring customer insight integrates into product, R&D, and commercial strategy discussions
- Own and lead the Resins and Technologies Go‑to‑Market strategy
- Serve as the senior leader responsible for Go‑to‑Market planning, positioning, segmentation, and customer adoption pathways
- Ensure successful enablement of global Sales, Marketing, and R&D teams through Commercial Playbooks and data-driven targeting
- Drive portfolio growth through deep analytics, competitive intelligence, and customer‑focused value differentiation
- Customer Success & Adoption
- Customer Insights & Product Analytics
- Spec‑in Governance
- Go-to-Market implementation and deployment
- Co-ordination of planning and execution of growth initiatives with the global commercial organization, including sales specialists, regional account managers and the Global Strategic Account team
- Coordination of customer programs for Cytiva’s new manufacturing site in Muskegon, MI, USA
- Provide business unit guidance for a contracts & negotiations framework
- Set the vision for customer, product, and market analytics across the business unit
- Oversee development of segmentation, customer journey mapping, adoption analytics, and whitespace identification
- Ensure insights translate into actionable requirements for portfolio strategy, commercial execution, and product innovation
- Integrate predictive analytics and customer health metrics to inform life cycle management activities in the PM teams
- Govern design and continuous improvement of the end‑to‑end customer journey
- Drive initiatives that enhance onboarding, adoption, retention, satisfaction, and long‑term partnership
- Build scalable processes for proactive customer engagement, escalations management, and systemic issue resolution
Skills
- Master's degree in Life Sciences, Business, Data Science, Marketing, or a related field
- Extensive experience in Customer Success, Commercial Excellence, Product Management, or related customer‑facing leadership roles
- Demonstrated ability to lead multi‑disciplinary teams and drive results in a global commercial environment
- Proven ability to translate complex customer, product, and market data into strategic recommendations
- Strong stakeholder leadership experience across product, R&D, commercial, and operational functions
- Experience in Customer Insights, Analytics, Market Research, or Commercial Strategy
- Experience within the Pharmaceuticals, Life Sciences or Biotechnology industry
- Experience of managing high-performance teams
- Fluency in English, both written and oral
Benefits
- Bonus/incentive pay, subject to objective eligibility criteria and performance conditions as set out in the applicable scheme terms and conditions.
- Paid time off.
- Medical, dental, and vision insurance, for eligible employees.
- 401(k), for eligible employees.
Company Overview
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