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About the Role

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. 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. This role also serves as the owner of the Go-to-Market strategy, enabling market growth, portfolio leadership, and customer success at scale.

Responsibilities

• 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, directly managing leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Spec-in Governance.
• Provide senior oversight for Go-to-Market implementation and deployment.
• Coordinate planning and execution of growth initiatives with the global commercial organization.
• Coordinate customer programs for Cytiva’s new manufacturing site in Muskegon, MI, USA.
• Provide business unit guidance for a contracts & negotiations framework.
• 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.
• 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.

Requirements

• 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.

Location

• United States

Work Type

• Full-time

Experience Level

• Senior Director
• Senior leadership

Education Level

• Master's degree

Salary/Compensations

• $220,000 - $240,000

Benefits

• Paid time off
• Medical/dental/vision insurance
• 401(k)
• Bonus/incentive pay

About the Company

• Cytiva is at the forefront of providing new solutions to transform human health.
• Our customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
• Cytiva associates continuously improve themselves and the company, 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.
• 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.
• For more information, visit www.danaher.com.

Equal Opportunity

• Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
• We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities.