Job opportunities in the Octopus Ventures portfolio

Octopus Ventures
Octopus Ventures

Customer Success Manager



Posted on Tuesday, June 25, 2024

Company Level 4
Salary band £55,000 - £70,000
8% bonus (annual & discretionary & performance based)
2-3 days per week in the office with some travel to Customer sites

Automata is a leading robotics and automation company powering the laboratories of the future. Our mission is to unlock labs’ space, people, and potential through automation hardware and software.

Our lab automation technology is efficient, scalable and reliable and effectively carries out routine tasks, to free up scientists to work on innovative research.

We meet labs where they are on their automation journey and are the trusted partners to customers including trusts within the NHS, bit.bio and The Francis Crick Institute. We are also supporting advancements across Core Testing Labs, Academic Institutes, CDMOs, Pharma’s and Biotech’s.

The Mission

As our new Customer Success Manager, you'll play a pivotal role in bridging the gap between our customers' expectations and their current journey with us. Your mission is to ensure that every customer feels understood, valued, and excited about the solutions we offer.

Why This Role Matters

Automata is at an exciting stage in our journey, transitioning into a scale-up phase focused on delivering smart, tightly managed solutions. In this role, you'll be at the heart of our customer experience, influencing both the products and services we offer. You'll have the unique opportunity to shape how our customers perceive and interact with Automata.

Your Role and Responsibilities

  • Project Management (70% of the Role): You'll oversee customer projects from contract signature through to handover. This includes design, procurement, assembly, testing, shipping, reassembly, retesting, training, and finally, transitioning to field services. You'll adeptly manage multiple projects at various stages of the customer lifecycle.
  • Customer Management (30% of the Role): This involves nurturing customer relationships, representing their needs within Automata, and adapting to support them in the most effective way.

What We're Looking For

  • Proven experience in pre-sales, post-sales, consultancy, or similar customer-facing roles in a tech environment (hardware, software, or both).
  • A solid technical background, with hands-on experience being a significant advantage.
  • Skilled in high-level stakeholder management.
  • A self-starter who pays attention to detail and has a passion for continuous learning.
  • A critical thinker with a client-centric, consultative approach.
  • Experience in implementing processes and procedures in a growing company.
  • Familiarity with working in a startup or fast-paced environment.

Nice to Have

  • Background or knowledge in Life Sciences and/or Robotics.

What Excites Us

This is a thrilling time to join Automata. As we scale up, we're looking for someone who's eager to be involved in every aspect of our journey, offering a chance to gain incredible experience across various domains. This role is more than a job; it's an opportunity to be at the forefront of shaping customer experience and influencing product development in a dynamic, growing company.