Customer Success Manager

Innovate, Empower, Grow—With Advanced Instruments

For nearly 70 years, Advanced Instruments has been at the forefront of innovation, helping organizations enhance quality, achieve reliable outcomes, and boost productivity in the biopharmaceutical, clinical, and food & beverage industries. We don’t just develop cutting-edge technology—we empower our customers with solutions that drive efficiency, precision, and performance.

From Solentim®, revolutionizing cell and gene therapy with advanced imaging and single-cell deposition, to OsmoTECH® and OsmoPRO® micro-osmometers, delivering accurate and reliable lab results worldwide, we set the standard for quality and reliability. Our Artel portfolio ensures precision in liquid handling through advanced validation, automation, and calibration tools. What sets us apart? With customer-centricity at our core, we take ownership, push boundaries, and collaborate to make a meaningful impact. Headquartered in Norwood, MA, with locations in UK and Westbrook, ME, our 340 employees worldwide are driving exciting growth this year.

Our Mission: To drive innovation that optimizes processes, increases efficiency, and delivers confidence in results.
Our Vision: To improve patient health through innovation and excellence.

If you're looking for a career where ingenuity, accountability, and collaboration fuel success, join us and be part of a team that’s shaping the future of our industry.

We are seeking a dedicated and proactive Customer Success Manager to work hybrid in our Norwood officeto enhance the post-sale experience for our customers across the business.

A Day in the Life:

As a Customer Success Manager, youwill build customer loyalty, drive customer satisfaction, and support customer retention and growth by supporting the implementation and ongoing usage of Advanced Instruments (AI) products and services. You will develop best in class processes across the business to support customer implementation and ongoing support.

In this role, you will serve as a customer advocate focusing on building and cultivating long-term customer relationships by supporting a strong handoff from the sales team to ongoing service and support. The Customer Success Manager also acts as the first touchpoint for customers through proactive communication and providing post-Sales support at varying levels. At initial installation, you will be the lead in driving cross-functional collaboration.

What we are looking for in you:

• Act as trusted customer adviser/consultant to ensure success and ongoing utilization of AI products.
• Identify areas of optimization and develop new processes when internal bottlenecks are identified
• Work with Finance to proactively monitor consumable trends and work with customers
• Learn and develop robust knowledge of AI product line to best troubleshoot
• Bachelor’s Degree or equivalent work experience
• 3-5 years of experience in an account management or customer advocating role
• Self-motivated, results oriented and passionate about the customer experience with a customer-first mindset
• Possess a hybrid of soft and hard skills – entrepreneurial thinking, managing relationships with a strong aptitude
• Superb organization, project management, time management, problem solving and presentation skills
• Excellent written and verbal communication skills over several platforms – phone, email, TEAMS
• Advanced technical savvy – experience with MS Office/TEAMS, Salesforce, Epicor or Manufacturing ERP environment, Quality Management Systems, PDF editors, softphone
• Ability to work hybrid work schedule in Norwood office.

Work Location: Hybrid, Norwood office

What's in it for you?

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks!

EEO Statement:

Advanced Instruments takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Advanced Instruments will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

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