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ONI
ONI
51 – 200 Employees
H1B Visa SponsorBiotechnologyHealthcare InsuranceScience
ONI is a biotechnology company developing super-resolution imaging technology for life-science research. Its Aplo Scope combines advanced nanoscale microscopy with CODI, a cloud-based platform for analyzing biological structures and cellular processes. The company’s tools support research in cell biology, immuno-oncology, and neuroscience, helping scientists capture and interpret high-resolution imaging data without the complexity traditionally associated with super-resolution microscopy.
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Director of Customer Success and Service

Lead post-sale customer success and service for ONI’s scientific nanoimaging systems. Oversee renewals, service performance, uptime, adoption, and distributed technical teams.

GBUnited KingdomOn-siteFull-timeLeadEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Lead field service, customer support, and applications support specialists across the installed base.
  • Improve service contract renewals through a structured, consistent process.
  • Manage the service P&L and strengthen post-sale business economics.
  • Set and track customer satisfaction, uptime, response time, and service level measures.
  • Shorten repair times and prevent avoidable customer downtime.
  • Oversee installations, preventive maintenance, repairs, escalations, and case management.
  • Help customers adopt ONI applications and workflows, with appropriate applications support.
  • Spot at-risk accounts and coordinate recovery plans across teams.
  • Find opportunities for account growth, advocacy, and references, and direct commercial leads to the right teams.
  • Develop digital and AI-supported services when they improve scale, responsiveness, or customer experience.
  • Expand global staffing, processes, and service capacity as the installed base grows.
  • Lead the post-sale customer experience and build a scalable Customer Success and Service organization to support uptime, adoption, contract renewals, and lasting customer value.

Requirements

  • At least eight years of quota-carrying experience in sales, field service, customer success, applications, or post-sale operations in scientific instruments or a related technical market.
  • A track record of leading people.
  • Experience leading distributed technical teams.
  • Experience overseeing service economics, renewals, and customer experience.
  • Strong operational, escalation management, and cross-functional leadership capabilities.
  • Ability to create scalable processes as an installed base grows.

Benefits

  • Competitive pay reflecting expertise and contribution.
  • 28 days of annual leave plus local public holidays.
  • Four dedicated wellbeing days.
  • Private health and dental coverage.
  • An inclusive workplace culture.
  • Mental health support through Health Assured.
  • People’s Pension.
  • Perks at Work discounts and deals.
  • Equal opportunity employer.

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