Team Lead, Customer Success

Team Lead, Customer Success

Boulder, CO

Position: Team Lead, Customer Success

Position Type: Full-Time Employee

Location: Boulder, CO

Experience: Bachelor's degree required; 5+ years of related experience, preferably in life sciences, biotechnology, or genomics.

Watchmaker is inviting applications for the full-time position of Team Lead, Customer Success. This position reports to the VP of Commercial Operations & Scientific Support and will be responsible for managing strategic customer relationships, driving successful adoption of Watchmaker solutions, and ensuring an exceptional customer experience across all post-sales activities. This individual will play a critical role in aligning customer needs with internal resources, providing insights to inform commercial strategy, and contributing to organizational growth.

The successful candidate will thrive in a dynamic, fast-paced environment and demonstrate both strategic leadership and hands-on execution. The position offers an opportunity to make a significant impact on customer satisfaction, retention, and expansion.

Responsibilities

• Direct management of a small team of Customer Success Specialists
• Lead scalable processes for onboarding, training, and people management while leveraging CRM and analytics tools to track KPIs.
• Oversee and prioritize key customer account interactions, ensuring a seamless onboarding process and long-term engagement with Watchmaker products.
• Build and maintain strong relationships with key stakeholders to drive customer satisfaction and loyalty.
• Partner closely with key stakeholders to define, measure, and execute customer success strategies aligned with company objectives.
• Collaborate with Sales, Technical Support, and Product Management to deliver a unified customer experience.
• Monitor customer health metrics and proactively identify risks, in a customer-centric approach.
• Advocate for customers internally by providing feedback and insights to inform product development, commercial strategies, and process improvements.
• Represent the voice of the customer in cross-functional initiatives and strategic planning sessions.

Skills and Requirements

The candidate should have a Bachelor's degree in business, life sciences, or a related field, with at least 5 years of relevant customer success, account management, or client-facing experience in the life sciences, biotechnology, or genomics industries.

• Proven experience managing complex customer relationships, ideally within NGS, molecular biology, or related fields.
• Demonstrated success in building long-term customer relationships that drive retention and growth.
• Communication and presentation skills, with the ability to influence both technical and executive-level audiences.
• Ability to work effectively across teams in a fast-paced, growth-oriented environment.
• Practical experience with CRM systems (Salesforce preferred) and customer success analytics.
• Excellent problem-solving abilities and sound judgment when addressing customer challenges.
• A positive, proactive attitude with a passion for customer advocacy and success.

Compensation

The base compensation for the Customer Success Manager starts at $70,000 to $85,000 + bonus + equity; actual pay will be adjusted based on skills and experience. Employees are eligible for Flexible Time Off, Holidays, employer covers 75% of base medical plan with buy-up options, employer paid dental, employer paid vision, employer paid $25,000 life/AD&D policy, paid parental leave, and a 401(k) retirement plan.

Application Requirements

To apply for the position, please submit the following in a PDF format on watchmakergenomics.com:

• Letter of motivation (upload where it says cover letter)
• Resume or Curriculum vitae, highlighting relevant qualifications and experience

Applications without a Letter of Motivation will not be considered. Local candidates preferred.

If selected to participate in the interview process, the names and contact information of three professional references who are able to assess your suitability for the position in terms of the specified requirements will be requested.

We are only accepting direct applications for this position. We are not working with external recruiters or agencies at this time. Unsolicited resumes or candidate submissions from third-party recruiters will not be considered and will be deemed the property of Watchmaker Genomics.

Watchmaker Genomics is committed to being an equal opportunity employer and creating a culturally diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics as protected by applicable law.

All applicants will be asked if currently eligible to work in the United States of America; and if now or in the future will require visa sponsorship to continue working in the United States.

This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable federal, state, and local laws.