Customer Success Manager
$106,500–$142,000 year
On-siteSan Francisco, California, United States or Cambridge, Massachusetts, United States
Job Summary
Own enterprise customer relationships by leading deployments from scoping through production and serving as the deployment liaison for late-stage sales calls and discovery sessions. Develop customer-centric KPIs, report performance metrics, and advocate for customers in discussions with product and engineering to align roadmaps with needs. Translate field insights into product requests by documenting edge cases, integration challenges, and feature requests while acting as the first-line customer health owner. Escalate issues to stakeholders and train non-technical operators on complex systems. Requires 5+ years in robotics or automation, up to 50% domestic travel, and availability for multi-day site visits.
Required Qualifications
- 5+ years in hands-on technical or sales roles in robotics, automation, industrial systems, or related fields
- Systems integration expertise: Deep understanding of how software, hardware, sensors, and networks integrate in uncontrolled real-world environments
- Previous field experience: Background as Field Application Engineer, Solutions Engineer, Sales Engineer, Technical Consultant, Customer Success, or deployment specialist, ideally in robotics, IoT, or industrial automation
- Travel: Up to 50% required: weekly to monthly domestic travel (Bay Area, Pacific Northwest, Southeast, Midwest)
- Must be available for multi-day site visits and deployment sprints
Desired Qualifications
- Prior experience working in a startup environment
- Experience deploying technology in manufacturing, healthcare, pharma or other complex facilities environments
- Familiarity with robotic systems: computer vision & sensor integration, autonomy stacks, etc
- Experience training non-technical operators on complex systems, comfortable producing documentation for training materials and remote support
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.