Customer Success, Operations Manager
Apply NowCompany: Automata
Location: Boston, MA 02115
Description:
Level: 4
Salary band: $125k - $140k
Bonus: 8% performance-based, discretionary
Hybrid
At Automata, we're on a mission to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences-from diagnostics and drug discovery to synthetic biology.
But we're more than just a company disrupting the industry-we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.
Why Work at Automata?
Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.
We work with labs across the world to understand their specific workflows and needs, and develop personalized solutions that range from diagnostic, drug discovery to synthetic biology. This allows us to simplify common automation tasks, while also supporting more advanced paths for specialized workflows, in a fast, flexible, and cost-efficient way.
We are looking for a Customer Success, Operations Manager whose mission is to be play a critical role in ensuring the efficiency, effectiveness, and scalability of our Customer Success team. You'll partner closely with CS leadership and cross-functional teams to streamline processes, leverage data for insights, and help drive strategic initiatives that improve the customer experience.
Why is this role important for Automata?
This role is all about making sure the US Customer Success team has what they need to do their best work. Whether it's improving processes, building helpful tools, or pulling insights from data, this person helps the team stay focused, efficient, and ready to take on whatever comes their way. As Automata grows, having someone in this role means Customer Success can scale smoothly, stay aligned, and keep delivering a great experience for our customers.
In this role you will be responsible for:
Supporting the design and implementation of operational processes that enhance the performance of the CS team
Managing and improving tooling (e.g., CRM systems, support platforms) to ensure seamless workflows and reporting
Building and maintaining dashboards and reports to track key Customer Success metrics and KPIs
Identifying and driving process improvements that reduce friction and increase customer satisfaction
Collaborating with CS leadership to align team-level initiatives with broader departmental goals
Partnering with Sales, Product, and Support teams to optimize the customer journey
Proactively identifying operational pain points and take initiative to solve them
Documenting standard operating procedures and ensure knowledge is shared across the team
What it takes:
2-4 years of experience in an operations, business analyst, or similar role
Exposure to life sciences, lab automation, or B2B software companies
Familiarity with process mapping or project management tools (e.g., Asana, Notion, Lucidchart)
Experience with tools like Salesforce, Zendesk, Gainsight, Looker, or similar platforms
Strong analytical skills and comfort working with data to inform decisions
Effective communicator who can clearly explain complex ideas to a range of stakeholders
Comfortable working autonomously and proactively driving improvements
Adaptable, resilient, and open to change in a dynamic environment
Passionate about improving customer experiences and empowering customer-facing teams
Ability to work through situations with high levels of uncertainty and provide solutions
Excellent written and oral communication skills
Experience in start-up environments
Located in greater Boston (US HQ)
Required travel as-needed for customer projects
What gets us excited?
We're passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.
Automata is transforming the way labs work with open, integrated automation. Our mission is to unlock the potential of labs and the potential of the people who work in them.
If this sounds like a good fit and has ticked the right boxes, you will love having the opportunity to build something that immediately adds value.
US team benefits:
Healthcare
Competitive healthcare for you and your family
401k
We offer a 401(k) retirement savings plan
Well-being budget
Invest in your own well-being, personal growth, and hobbies
Holiday
30 days + 12 public holidays
Additional leave days
Time off for dependents, 'Me days', birthdays and volunteering days off
Birthday trees
Planting a tree for every employee on their birthday, every year
Paid sick leave
10 days paid sick leave to stay home and focus on rest and recovery
Mental health support
Access the therapy for you and your family through Spill
Career progression frameworks
Each department & discipline has a progression framework
We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Discrimination of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.
Department Customer Success Locations Boston Remote status Hybrid
Salary band: $125k - $140k
Bonus: 8% performance-based, discretionary
Hybrid
At Automata, we're on a mission to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences-from diagnostics and drug discovery to synthetic biology.
But we're more than just a company disrupting the industry-we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.
Why Work at Automata?
- Impact: Your work will directly contribute to advancements in science and medicine, supporting labs around the globe as they push boundaries in research and innovation.
- Innovation: You'll be part of a team solving complex problems (seriously, no one else has figured out how to do this yet), using cutting-edge technology (we have robots).
- Growth: We invest in our people. Whether through hands-on experience, professional development, or collaborative projects, you'll grow both professionally and personally.
- Community: Join a diverse, passionate team that values collaboration (golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).
Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.
We work with labs across the world to understand their specific workflows and needs, and develop personalized solutions that range from diagnostic, drug discovery to synthetic biology. This allows us to simplify common automation tasks, while also supporting more advanced paths for specialized workflows, in a fast, flexible, and cost-efficient way.
We are looking for a Customer Success, Operations Manager whose mission is to be play a critical role in ensuring the efficiency, effectiveness, and scalability of our Customer Success team. You'll partner closely with CS leadership and cross-functional teams to streamline processes, leverage data for insights, and help drive strategic initiatives that improve the customer experience.
Why is this role important for Automata?
This role is all about making sure the US Customer Success team has what they need to do their best work. Whether it's improving processes, building helpful tools, or pulling insights from data, this person helps the team stay focused, efficient, and ready to take on whatever comes their way. As Automata grows, having someone in this role means Customer Success can scale smoothly, stay aligned, and keep delivering a great experience for our customers.
In this role you will be responsible for:
Supporting the design and implementation of operational processes that enhance the performance of the CS team
Managing and improving tooling (e.g., CRM systems, support platforms) to ensure seamless workflows and reporting
Building and maintaining dashboards and reports to track key Customer Success metrics and KPIs
Identifying and driving process improvements that reduce friction and increase customer satisfaction
Collaborating with CS leadership to align team-level initiatives with broader departmental goals
Partnering with Sales, Product, and Support teams to optimize the customer journey
Proactively identifying operational pain points and take initiative to solve them
Documenting standard operating procedures and ensure knowledge is shared across the team
What it takes:
2-4 years of experience in an operations, business analyst, or similar role
Exposure to life sciences, lab automation, or B2B software companies
Familiarity with process mapping or project management tools (e.g., Asana, Notion, Lucidchart)
Experience with tools like Salesforce, Zendesk, Gainsight, Looker, or similar platforms
Strong analytical skills and comfort working with data to inform decisions
Effective communicator who can clearly explain complex ideas to a range of stakeholders
Comfortable working autonomously and proactively driving improvements
Adaptable, resilient, and open to change in a dynamic environment
Passionate about improving customer experiences and empowering customer-facing teams
Ability to work through situations with high levels of uncertainty and provide solutions
Excellent written and oral communication skills
Experience in start-up environments
Located in greater Boston (US HQ)
Required travel as-needed for customer projects
What gets us excited?
We're passionate about the future of Technology and Automation and our growing success is built upon like minded individuals who share our passion.
Automata is transforming the way labs work with open, integrated automation. Our mission is to unlock the potential of labs and the potential of the people who work in them.
If this sounds like a good fit and has ticked the right boxes, you will love having the opportunity to build something that immediately adds value.
US team benefits:
Healthcare
Competitive healthcare for you and your family
401k
We offer a 401(k) retirement savings plan
Well-being budget
Invest in your own well-being, personal growth, and hobbies
Holiday
30 days + 12 public holidays
Additional leave days
Time off for dependents, 'Me days', birthdays and volunteering days off
Birthday trees
Planting a tree for every employee on their birthday, every year
Paid sick leave
10 days paid sick leave to stay home and focus on rest and recovery
Mental health support
Access the therapy for you and your family through Spill
Career progression frameworks
Each department & discipline has a progression framework
We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Discrimination of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.
Department Customer Success Locations Boston Remote status Hybrid