Customer Success Manager Jobs in Rochester, MN (NOW HIRING)

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Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
DESCRIPTION:

Thermo Fisher Scientific’s Bioproduction Commercial Development (BCD) team is seeking a Senior Product Manager to lead the end-to-end lifecycle of Cell Culture services, with a focus on emerging technologies and high-growth markets.

This role sits at the intersection of scientific workflows, digital innovation, and commercial strategy, with a focus on accelerating adoption of Thermo Fisher solutions across upstream development and preclinical workflows.

You will operate as a hands-on product leader—owning Voice of Customer (VOC), defining strategy, leading pilot programs, and driving early deployment of AI/ML-enabled capabilities. Success in this role requires strong collaboration across global stakeholders, including meaningful engagement with APJ markets and China-based customers.

Location:

This is an onsite position for hire in Hunt Valley, MD, Grand Island, NY or Waltham, MA. Residency within those sites is required. No relocation Assistance provided.

What you will do

• Own the full product lifecycle from market analysis and VOC through product definition, launch, and continuous optimization for Cell Culture Workflow Services and early AI/analytics capabilities.

• Define product vision, strategy, and multi-quarter roadmap; establish clear success metrics aligned to business objectives.

• Lead customer-facing VOC initiatives, develop relationships with key opinion leaders and pilot partners, and translate insights into actionable product requirements.

• Conduct market and competitive analysis; build financial models and forecasts to inform investment and commercial decisions.

• Lead pilots, proofs-of-concept, and early deployments of AI/ML-driven solutions; define KPIs, evaluate outcomes, and scale successful offerings.

• Partner cross-functionally with R&D, data science, regulatory, commercial, marketing, and services teams to deliver compliant, scalable solutions.

• Drive go-to-market execution, including product positioning, sales enablement, marketing collateral, and launch planning.

• Track and report on product KPIs (adoption, pilot conversion, revenue impact, customer satisfaction, forecast accuracy) and proactively manage risks.

• Coordinate releases and pilot activities across global sites, including Grand Island, Hunt Valley, and regional BDCs.

Success measures

• Delivery against roadmap milestones and speed from insight → pilot → scale.

• Product adoption, revenue contribution, and forecast accuracy.

• Customer advocacy and satisfaction (NPS and qualitative VOC).

• Effectiveness of go-to-market execution and sales enablement impact.

Who you are

• A strategic yet hands-on product leader who can balance long-term vision with executional rigor.

• Fluent in cell culture workflows with the ability to translate complex customer needs into differentiated product solutions.

• Experienced in working with R&D and data science teams to define and evaluate AI/ML-driven MVPs.

• Commercially minded, with strong capabilities in pricing, financial modeling, and go-to-market strategy.

• A highly effective communicator with the ability to influence across senior leadership and global, matrixed teams.

• Comfortable operating in global environments, with exposure to APJ markets and customer engagement across China.

Qualifications

• Advanced degree with five years of experience, or Bachelor’s degree with eight years of experience in product management, marketing, or related commercial roles in the life sciences industry.

• Preferred industry experience in Life Sciences, Biotech, pr Biopharma

• Preferred field of study: Life Science, Chemistry or Business.

• Demonstrated success managing complex product portfolios and scaling pilots into commercial offerings.

• Proven experience with product lifecycle management and stage-gate processes.

• Strong analytical and financial modeling skills for forecasting and business planning.

• Excellent written and verbal communication skills, including development of sales and marketing materials.

• Deep understanding of customer workflows and ability to translate insights into product requirements.

• Experience planning and executing product launches and marketing campaigns.

• Customer-centric mindset with a consultative approach to solution development.

• Willingness to travel up to 30% (2-3 times a year when needed) for customer engagement and site visits.

Nice to Have

• Ability to speak Mandarin to support engagement with China-based customers and partners.

• Experience working with APJ markets, particularly China, within a commercial or product management capacity.

Compensation & benefits

This position may be eligible for a variable annual bonus based on company, team, and individual performance. Thermo Fisher offers a comprehensive Total Rewards package, including:

• Medical, dental, and vision plans with health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• Minimum of 120 hours PTO, 10 paid holidays, and paid parental leave

• Life insurance and short-/long-term disability coverage

• Competitive 401(k) retirement savings plan

• Employee Stock Purchase Plan (ESPP)

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards