Customer Success Account Manager

📋 Description

• Own a portfolio of enterprise accounts from handoff to renewal and expansion
• Define, track, and report health scores, KPIs, and ROI for robotic deployments
• Collaborate with Sales to run QBRs/EBRs with stakeholders at operational and exec levels
• Guide onboarding, site readiness, and go-live milestones with deployment/engineering
• Drive user adoption programs across warehouse operators and managers
• Own post-sale activities; primary contact for requests, escalations, initiatives
• Spend time on-site at distribution centers to learn operations and layouts
• Be embedded during go-lives, peak ramps, and post-incident recovery
• Channel customer feedback to Product/Engineering/Operations and renewals/upsell with Sales
• Coordinate with Field Engineering to resolve hardware, firmware, and integration escalations
• Refresh and scale playbooks, onboarding templates, health-score method, and tooling

🎯 Requirements

• 3–5 years in Customer Success or Technical Account Management at SaaS or industrial tech
• Background in supply chain, logistics, warehouse automation, or industrial robotics
• Track record managing enterprise or Fortune 500 accounts in complex multi-stakeholder environments
• Ability to read and communicate operational data (throughput, uptime, cycle times) confidently
• Comfort operating amid ambiguity at an early-stage company
• Exceptional written and verbal communication from the warehouse floor to executives
• Proficiency with project/service-management tools (Asana, Jira Service Management, or similar)
• Willingness to travel to customer sites ~30% of the time
• Comfort leading in-person and web-based customer training and enablement
• (BONUS) Experience as an early or founding Customer Success hire
• (BONUS) Exposure to robotics, IoT, or hardware-dependent SaaS products

🎁 Benefits

• Health, dental, and vision insurance
• 401k with 5% match
• Equity ownership
• Unlimited PTO
• Partial WFH
• Free parking on-site
• Access to full gym at HQ
• Free lunches twice per week