Customer Success Account Manager

Job Summary

We are seeking an experienced Customer Success Account Manager to own the post-sale journey for a portfolio of enterprise accounts and ensure our customers unlock maximum value from their robotic deployments. The ideal candidate will have 3–5 years of experience in Customer Success, Technical Account Management, or a comparable client-facing role, manage enterprise or Fortune 500 accounts, and have genuine enthusiasm for rebuilding and scaling a Customer Success function.

Responsibilities

• Own a portfolio of enterprise accounts from implementation handoff through adoption, renewal, and expansion
• Define, track, and report customer health scores, KPIs, and ROI milestones tied to robotic deployment performance
• Collaborate with the Sales team and run structured Business Reviews (QBRs and EBRs) with customer stakeholders at both the operational and executive level
• Guide customers through structured onboarding, site readiness, and go-live milestones in partnership with our deployment and engineering teams
• Drive user-adoption programs across warehouse operators and managers
• Serve as the owner for post-sale activity across your accounts — the primary point of contact for every request, escalation, and initiative
• Spend meaningful time on-site at customer distribution and fulfillment centers, developing deep familiarity with their operations, shift structures, and facility layouts
• Act as an embedded partner during critical go-lives, peak-season ramps, and post-incident recovery windows
• Be the voice of the customer internally — channeling feedback to Product, Engineering, and Operations — and partner with Sales on renewals, expansion, and upsell
• Coordinate with Field Engineering to resolve hardware, firmware, and integration escalations, owning communication throughout
• Re-establish and scale the function: refresh and rebuild the playbooks, onboarding templates, health-score methodology, and tooling that future Customer Success hires will inherit and scale

Requirements

• 3–5 years in Customer Success, Technical Account Management, or a comparable client-facing role at a SaaS, hardware-software, or industrial-technology company
• Background in supply chain, logistics, warehouse automation, or industrial robotics
• A track record managing enterprise or Fortune 500 accounts in complex, multi-stakeholder environments
• Ability to read and communicate operational data (throughput, uptime, cycle times, error rates) with confidence
• Comfort operating amid ambiguity at an early-stage company
• Exceptional written and verbal communication in diverse environments (from the warehouse floor to executive presentations)
• Proficiency with project/service-management tooling (Asana, Jira Service Management, or similar)
• Willingness to travel to customer sites approximately 30% of the time
• Comfort leading both in-person and web-based customer training and enablement

Qualifications

• 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% matching by Ambi
• Equity ownership
• Unlimited PTO
• Partial WFH
• Free parking on site at HQ
• Access to a full gym at HQ
• Free lunches 2x per week