Customer Success Manager (North America)

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

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 & Account Management: Experience managing a portfolio of customer accounts, including contract renewals, subscription licensing, and identifying growth opportunities. Demonstrated ability to prioritize across a large and diverse account base, balancing customer needs, commercial objectives, and competing deadlines.
Communication & Versatility: Exceptional English communication skills with the ability to build credibility and adapt your approach across both Academic and Commercial customers. Comfortable discussing experimental design and research methodologies with PhD researchers while also engaging business stakeholders on ROI, procurement, licensing, and project outcomes.
Adaptability: A proactive, self-starter mentality capable of working independently while staying synchronized with the local and global team.
Education: Bachelor’s (4+ years’ experience) or Master’s (2+ years’ experience) in Psychology, Neuroscience, Biomedical Engineering, or related fields.
Travel: Willingness to travel within the North America region.
Work Authorization: Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

What We Offer

We're a Danish company with deep roots in Boston, which means you'll join a team that's curious about the world and the people in it. Here's what comes with that:

A Global Community: Join an international team that values curiosity, collaboration, and different perspectives. We believe the best ideas come from people with different backgrounds, experiences, and ways of thinking. We are proud to be an Equal Opportunity Employer and welcome applicants of all backgrounds, experiences, and identities.
Meaningful Work: Help researchers, innovators, and Fortune 500 companies better understand human behavior through technology that makes a real impact across science, healthcare, product development, and beyond.
Good People, Great Job: You'll join a team of welcoming colleagues who are deeply passionate about what we do. We support one another both as teammates and people, we celebrate each other's successes, and genuinely enjoy working together.
Flexibility That Fits Real Life: Life doesn't stop when work starts. We offer flexibility and trust so you can do your best work while taking care of what matters outside the office.
Comprehensive Health Coverage: Medical, dental, and vision insurance with a 90% company contribution toward our standard plans.
Generous Time Off: Four weeks of vacation, five personal days, twelve paid holidays, and sick leave, because everyone needs time to rest, recharge, and come back at their best.
Invest in Your Future: A 401(k) with a 100% company match on the first 5% of your salary.
Peace of Mind: Disability and life insurance to help protect you and your family.
Support for Growing Families: Twelve weeks of fully paid parental leave, in addition to your regular PTO.

Location: This is an in-person position based in Boston, Massachusetts, where you'll work closely with our local team while collaborating with colleagues across Europe, Asia, and North America.