Senior Director Customer Success, Resins and Technologies

Be part of something altogether life-changing by shaping customer-driven decision makingWorking at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life‑saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40+ countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.
Forming part of the Biotechnology segment at Danaher, we bring together dedicated technical expertise and talent to develop the next generation of life‑changing therapeutics.
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 & AdoptionCustomer Insights & Product AnalyticsSpec‑in GovernanceProvide senior oversight for:Go-to-Market implementation and deploymentCo-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 frameworkDrive 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.
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