As the Senior Director, Customer Success for the Resins & Technologies business unit, you will lead a global, multi-disciplinary organization responsible for delivering exceptional customer experience across the entire lifecycle-from initial engagement and specification through adoption, expansion, and long-term value realization. In this senior leadership role, you will collaborate closely with commercial, product management, strategy, marketing, operations, and R&D teams to ensure customers receive industry-leading support, insights, and partnership. You will also serve as the owner of the Go-to-Market strategy, enabling market growth, portfolio leadership, and customer success at scale. This role is based in the United States. You will report to the VP for Product Management, in the Resins and Technologies business unit.
In this role, you will have the opportunity to:Lead global Customer Success strategy execution:
- 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.
Lead and develop a high-performing Customer Success organization. You will directly manage leaders responsible for:
- Customer Success & Adoption
- Customer Insights & Product Analytics
- Spec-in Governance
Provide senior oversight for:
- 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
Drive insights, analytics, and data-driven decision making:
- 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.
Advance customer experience and lifecycle excellence:
- 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.
The essential requirements of the job include:
- 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.
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Cytiva, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
The annual salary range for this role if based in the United States is $220,000 - $240,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
This job is also eligible for bonus / incentive pay. This is the target earnings as % of base annual salary, subject to objective eligibility criteria and performance conditions as set out in the applicable scheme terms and conditions.
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Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
