Manager, Customer Success

Position: Manager, Customer Success - Full-time

Location: Kitchener, Ontario

Experience: 2-5 years of management experience

Education: Undergraduate Degree Preferably in Science and/or Marketing/Business

About Us:

Nicoya’s mission is to extend human life by enabling a deeper knowledge of the biological world. We are based in Kitchener, Ontario - Canada's Silicon Valley. Our main product OpenSPR, is a scientific instrument for the biotechnology research and development industry. It provides detailed information on molecular interactions using optical nanosensor technology known as localized surface plasmon resonance. It is the most affordable SPR instrument on the market and will disrupt an industry that has been primarily dominated by highly expensive and complex instrumentation.

About the Job:

We are looking for a passionate leader who has a desire to be part of a growing early stage company. At Nicoya, we love to work hard and play hard. Our team is expanding and we need more talented leaders to join our mission! We are looking for an energetic and driven manager of customer success to help optimize our customer success process. We are looking for an educator who loves making customers happy by building relationships. Our ideal candidate has a combined science and business background and 2-5 years of experience in a customer service role. Our ideal candidate will have experience leading a customer success team at a hardware company.

Who you are:

You love a challenge and you’re a life-long learner. You want to support customers with tools that will make research simple for them and help them get the data they need to make a difference in the world. You’re passionate about managing a team that provides great customer experience and increasing recurring revenue and NPS. You love stepping out of your comfort zone while also keeping track of your day-to-day tasks. You want to be a part of a thriving small team and you have great communication skills. You are motivated by making an impact on your workplace and you thrive on challenging problems. You’re a quick learner and you know when to move on from something when it isn’t working. You are looking to grow your career at an exciting biotech company!


  • Lead and grow the Customer Success team

  • Own our customer success database

  • Plan assignments and support customer success team

  • Motivate and ensure team achieves monthly aggressive recurring revenue targets  

  • Work with account executive team to streamline customer transition process

  • Collaborate with marketing department on customer projects and goals

  • Continuously improve customer success process, develop customer success playbook

  • Understand our customers' research and apply SPR to their unique research area

  • Serve as customer advocate to ensure customer feedback is communicated to product management team

  • Provide design inputs based on customer needs for future product considerations

  • Support our Nicosystem - group of referral customers

Our Ideal Candidate Has:

  • Excellent communication and customer relation skills

  • Previous experience in a technical customer success management role

  • Able to operate with minimal direction and supervision

  • Hard working, enthusiastic, and outgoing

  • Formal training in science, biotechnology, Lifesciences, chemistry, materials science, or related fields

  • Previous experience in an academic or industrial research or development setting would be a plus

If we've described you, we’d love to hear from you! Please apply directly to the attention of Tijana Matovic by July 20,2019.