Senior Staff Customer Success Manager - Warehouse Robotics

We are seeking a highly motivated, self-starting, and customer-focused Customer Success Manager to join our growing team. This role is crucial in ensuring our clients achieve their desired impact and value from our robotic solutions. You will be trusted to advocate for Boston Dynamics to the customer, and equally, to be the customer's advocate internally. You will thrive working in ambiguity, driving success with minimal oversight. As a strategic partner to our customers, you will play a key role in helping them adopt cutting-edge technology and realize its full potential.

Key Responsibilities

• Serve as the ongoing relationship lead for high-value or complex client accounts, maintaining ongoing post-sale engagement to ensure satisfaction and retention. 
• Lead regular client meetings, Quarterly Business Reviews and issue-resolution discussions with minimal oversight. 
• Conduct onsite visits with customers to build relationships and better understand their robotics applications.
• Build and maintain strong relationships with customer stakeholders; serve as a trusted advisor in their robotics journey
• Collaborate with Sales to identify upsell opportunities and support strategic account planning, ensuring high customer retention and expansion.
• Build strong cross-functional partnerships to support product feedback loops, service innovation, and continuous improvement, serving as a champion for customer needs within the company. Responsible for skillfully managing relationships with both internal teams and external customer stakeholders, ensuring effective communication and alignment to achieve customer goals
• Analyze client performance data and service trends to identify improvement areas and advocate for process and product improvements, leveraging data to understand customer needs and drive positive outcomes.
• Contribute to the design and rollout of the broader Customer Success organization including processes, tools, and customer playbooks
• Serve as an escalation point for client issues and partner with internal teams to develop resolution strategies, acting as a critical bridge between customers and internal teams. This involves aligning internal teams to resolve complex customer challenges.

Knowledge, Skills & Abilities

• Deep expertise in Customer Success Management and service delivery best practices, with proven ability to manage customer relationships and drive customer satisfaction with complex, highly technical products
• Strong analytical skills with the ability to interpret client data and propose actionable recommendations. Analytical capabilities with a knack for leveraging data to understand customer needs and drive positive outcomes.
• Proven ability to influence internal stakeholders and lead through complex client issues. Exceptional skills in stakeholder management (internal and external) and a proven ability to synthesize complex concepts and challenges.
• Skilled in managing multiple priorities and dynamic customer environments independently.
• Advanced communication and presentation skills, including executive-level interactions. Strong communication and interpersonal skills, with the ability to engage and influence both internal teams and external partners.
• Proficiency with CRM tools and client success platforms; familiarity with analytics/reporting tools is a plus.
• Experience mentoring peers or junior staff in a professional setting.

Typical Qualifications

• 8+ years of experience in customer relationship management, client success, or strategic account support. Minimum of 3-5 years of experience in a customer-facing role within the technology, robotics, warehouse automation or related industry.
• Track record of managing complex accounts and leading client-facing initiatives.
• Experience identifying technical issues, coordinating root-cause analysis, and driving resolution. 
• Experience in cross-functional project work and continuous service improvement efforts with technical and non-technical teams.
• Previous experience in coaching or mentoring capacity preferred.
• Ability to travel as needed (up to 50% domestically and internationally).

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

The base pay range for this position is between $140,000.00 to $170,000.00 annually. Base pay will depend on multiple individualized factors, including, but not limited to, internal equity, job-related knowledge, skills, and experience. This range represents a good-faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off, and an annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.

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