Customer Success Manager (North America)

Customer Success Manager, North America (Based in Boston, Massachusetts)

Are you passionate about innovative software and hardware technologies and helping customers apply them to their business or academic research goals? Do you want to be part of a fast-growing, highly customer-centric, collaborative, and enthusiastic team?

iMotions is a Biometric Research Software Company that allows human behavior researchers to integrate a variety of neuroscience-based channels like Eye Tracking, Facial Expressions, EEG, GSR, etc. We are currently expanding our global footprint and are looking for a Customer Success Manager (CSM) based in Boston, Massachusetts, USA to spearhead our efforts across the North America region.

As a CSM, you will be the bridge between our cutting-edge technology and a diverse portfolio of clients. This is a unique, hybrid role where you will drive customer value through training and consultation while serving as the primary commercial and technical point of contact in the region.

The Role

Reporting directly to iMotions North America - VP Sales based in Boston, this role will balance technical expertise and a strong commercial mindset, ensuring our clients are successful while taking ownership of the renewal pipeline and expansion opportunities.

A key component of this role is the ability to pivot between Academic and Commercial environments. You will be equally comfortable discussing experimental rigor with University Professors as you are discussing ROI and licensing agreements with Corporate Innovation Labs.

Responsibilities

• Product & Research Expertise: Become an expert in the iMotions Biometric Research Platform to provide high-level technical guidance across various research disciplines.
• Onboarding & Lifecycle Management: Lead the onboarding process for new customers, ensuring they are fully operational and achieving their desired outcomes early in the partnership.
• Commercial Ownership (Renewals & Licensing): Manage the end-to-end renewal process for client subscriptions and software licenses. You will be responsible for ensuring high retention rates by proactively engaging with clients well ahead of their renewal dates.
• Dual-Sector Consultation:
  • Academic: Assist researchers in setting up robust, peer-review-ready experimental protocols and data collection workflows.
  • Commercial: Help corporate clients (UX, Marketing, Pharma, Automotive) apply biometric data to solve business challenges.
• Regional Sales Enablement: Act as the technical and consultative arm for the North America-based Sales team. 
• Account Growth: Foster ongoing relationships with established accounts to identify upsell and expansion opportunities, ensuring the iMotions platform remains central to their research.
• Feedback Loop: Coordinate across Global Support and Product Management to ensure the specific needs of both academic and commercial users are represented in our global roadmap.
  

Desired Skills and Experience

• Education: Bachelor’s (4+ years’ experience) or Master’s (2+ years’ experience) in Psychology, Neuroscience, Biomedical Engineering, or related fields.
• Domain Expertise: Hands-on experience with biometric sensors (Eye tracking, EEG, GSR, etc.) and a solid understanding of research study design.
• iMotions Experience: prior experience with iMotions is preferred 
• Commercial Acumen:
  Experience managing contract renewals, subscription licenses, or technical sales. You are comfortable discussing budgets and navigating procurement processes.
• Versatility: Proven ability to navigate the different procurement cycles and success metrics of Commercial enterprises vs. Academic institutions.
• Communication: Exceptional English communication skills, with the ability to “speak the language” of both a PhD researcher and a Corporate Project Manager.
• Adaptability: A proactive, self-starter mentality capable of working independently while staying synchronized with the local and global team.
• Travel: Willingness to travel within the North America region.

What We Offer

• End-to-End Ownership: A role where you manage the entire customer journey, from technical onboarding to commercial renewal.
• Diverse Portfolio: Work with a world-class network of customers, from Ivy League universities to Fortune 500 innovation centers.
• Onboarding & team introduction at iMotions NA-HQ in Boston, MA 
• Autonomy: The opportunity to shape iMotions’ presence in the North America region with direct support from local and global leadership.
• Culture: A workplace of passionate people driven by a mission to improve our understanding of human behavior.

Note on Location: This position is in-person, based in Boston, Massachusetts, USA.