Customer Experience Lead

Nanolive delivers breakthrough live cell imaging and analysis solutions that accelerate research in growth industries such as drug discovery and cell therapy. Our platforms combine screening, imaging, and analysis to radically advance how scientists study living cells and provide novel biological insights, from the mechanisms of cancer to neurodegenerative diseases.

This is a hands-on, cross-functional role at the intersection of customer engagement, technical product interaction, and internal coordination. We're looking for a proactive, analytical problem-solver with a solid scientific or technical background and a strong sense of ownership over the customer journey.

As the Customer Experience Lead, you will act as the internal advocate for our users, assuring their voice is heard, their experience is frictionless, and their feedback drives continuous improvement. This position is ideal for someone looking to grow into a leadership function, with a passion for optimizing systems and translating insights into tangible value for both customers and the business. You will work closely with our support, sales, and product teams, and occasionally join field activities to deepen your understanding of customer needs.

• Design and manage feedback loops, surveys, and Net Promoter Score (NPS) programs across the customer lifecycle
• Analyze customer data to produce actionable insights and drive continuous improvements
• Build regular satisfaction reports for internal stakeholders

• Act as a connector between field teams and HQ (Support, Sales, Product, Marketing)
• Identify recurring pain points, propose sustainable solutions, and drive cross-team alignment
• Contribute to planning and execution of organizational improvements that impact customer experience

• Map and continuously refine key journey touchpoints (e.g., onboarding, training, renewals)
• Propose improvements to tools, processes, and documentation to enhance consistency and impact
• Help build a playbook of best practices for internal use and future team growth

• Oversee or contribute to process improvements related to system installation, training, servicing, and updates
• Improve usage of CRM and ticketing systems for customer sentiment tracking
• Collaborate on developing dashboards and KPIs that support better decision-making 

• Bachelor's or Master’s degree in bioengineering, life sciences, engineering, or a related technical field
• 2–5 years of relevant experience in a tech/scientific instrument company with customer-facing role (e.g., support, field applications, technical project management, or customer success).
• Familiarity with customer satisfaction metrics and feedback methodologies (NPS, CSAT, CES)
• Hands-on technical aptitude and interest in problem-solving
• Strong analytical and communication skills, with the ability to synthesize feedback into strategic recommendations
• Fluency in English; additional languages are a plus
• Valid Swiss work permit

• Growth & Responsibility: This role is designed for someone looking to expand their impact and take on increasing responsibility within a collaborative, tech-driven environment.
• Innovation at Your Fingertips: Join a team pioneering cutting-edge tools in cell imaging and analytics—and help shape how our customers experience their power.
• Mission-Driven Culture: Nanolive fosters a culture of innovation, teamwork, and openness. We challenge the impossible and build for a better tomorrow.
• Diversity & Inclusion: We are proud to be an inclusive workplace. Diversity of thought, experience, and background is a driver of innovation and performance.