Director, Customer Success & Service, Scientific Instrumentation

Director, Customer Success & Service, Scientific Instrumentation, Total compensation to £156k

A Director, Customer Success & Service opportunity has emerged with a fast-growing scientific technology business operating at the cutting edge of biological imaging. Could this be your next senior leadership role in a company that is genuinely changing how scientists see the world?

The Role

Based 3 days a week in the Oxford office, the Director, Customer Success & Service will take ownership of the entire post-sale customer journey, leading a distributed team of approximately 8 people that spans field service engineers, customer support, and applications specialists. You will be responsible for building and scaling a high-performing organisation that drives system uptime, accelerates customer adoption, and maximises service contract renewal rates. This is a hands-on leadership role with real commercial accountability, including full ownership of the service P&L and measurable performance targets tied to renewal performance and financial outcomes.

Day to day you will define and monitor service-level metrics, drive reductions in repair turnaround times, and work cross-functionally to recover at-risk accounts while identifying opportunities for expansion and customer advocacy. You will also shape the future of support delivery by developing digital and AI-enabled capabilities that improve responsiveness and scale.

The Company

This is a UK-based technology business operating within the life sciences and scientific instrumentation sector. With a strong and growing installed base across biopharma, biotech, and academic research organisations worldwide, the company is at an exciting inflection point in its commercial growth. It develops advanced imaging platforms used by leading researchers globally and is actively investing in the leadership and infrastructure needed to support its next phase of scale.

What experience does the Director, Customer Success & Service need?

• A minimum of eight years in a quota-carrying or commercially accountable post-sale role within scientific instrumentation, capital equipment, or a closely related technical market, with direct experience managing field service or customer success teams.
• Demonstrated success leading geographically distributed technical teams, including applications specialists and support engineers, with a clear track record of building organisational capability.
• Proven ability to manage recurring service revenue streams, including renewal processes, service economics, and the financial performance of a post-sale operation.
• Strong cross-functional leadership and operational skills, with experience designing scalable processes and managing escalation workflows in a growing installed-base environment.

Benefits

• Senior leadership role with direct influence over commercial outcomes and organisational growth.
• Opportunity to shape a global customer success function from an early stage within a high-growth environment.
• Competitive remuneration with a variable component tied to service renewal and P&L performance.

So What's Next?

If you are an experienced Customer Success/Customer Service Director and would like to learn more, please apply below and I will be in touch with you shortly to discuss the role further.

Director, Customer Success & Service

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