Enterprise Customer Success Manager (Robotics)

Job description

Job responsibilities

• Own a portfolio of strategic enterprise customer sites end-to-end: be the primary technical partner for each, build deep trust across multiple levels of the customer organization (from front-line operations to senior…
• Develop deep working knowledge of our robot systems — software, hardware, and operational characteristics — sufficient to diagnose issues credibly and partner with engineering on resolution
• Diagnose and resolve operational and technical issues in your customers' real-world environments, working through software configuration, mechanical adjustments, process changes, and root-cause analysis
• Partner with our engineering team to execute technical improvements that benefit your customers — bringing context, prioritization, and field validation, rather than writing the code yourself
• Navigate complex enterprise stakeholder environments: build relationships with operations, engineering, and maintenance leaders, manage executive escalations, and ensure alignment between your customers' goals and our…
• Track the health and performance of your assigned fleet — uptime, reliability, throughput, customer satisfaction — and proactively act on signals
• Translate field reality into product insights for our engineering and product teams; be the voice of your enterprise customers in our internal roadmap conversations
• Partner with Account Executives on expansion conversations where customer success creates natural opportunities for growth across the customer's broader footprint

Job requirements

• 6+ years of relevant experience, in some combination of: technical customer-facing roles (applications engineering, field engineering, technical account management, solutions engineering, robotics deployment),…
• Technical depth in at least one of: robotics, industrial automation, controls, mechatronics, manufacturing systems, or warehouse/logistics operations
• Demonstrated ability to develop deep working knowledge of complex technical systems built by others — you don't need to have built it from scratch, you need to understand it deeply enough to diagnose, tune, and improve…
• Comfort working hands-on with both software and physical systems in real-world operational environments
• Strong track record of building trusted relationships with senior customer or partner stakeholders over time — you take pride in being the person customers call when something matters
• Experience navigating complex, multi-stakeholder environments — whether at enterprise customers or inside large operational organizations
• Strong communication skills; able to be technically credible with customer engineering and operations leaders, and clear with non-technical operators and front-line teams
• Willingness to spend meaningful time on-site at customer facilities