Customer Success Account Manager

About the role

Ambi Robotics is rebuilding its Customer Success function and seeks an experienced Customer Success Account Manager to own the post-sale journey for a portfolio of enterprise accounts. The ideal candidate will manage enterprise accounts, drive user adoption, and coordinate with various teams to ensure customers unlock maximum value from their robotic deployments.

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 of experience in Customer Success, Technical Account Management, or a comparable client-facing role
• A track record managing enterprise or Fortune 500 accounts in complex, multi-stakeholder environments
• Comfort operating amid ambiguity at an early-stage company
• Exceptional written and verbal communication skills 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
• Experience as an early or founding Customer Success hire (BONUS)
• Exposure to robotics, IoT, or hardware-dependent SaaS products (BONUS)

Qualifications

• Background in supply chain, logistics, warehouse automation, or industrial robotics
• Ability to read and communicate operational data (throughput, uptime, cycle times, error rates) with confidence

Skills

• Excellent communication and interpersonal skills
• Strong organizational and project management skills
• Ability to work independently and as part of a team
• Comfort working in ambiguous situations

Benefits

• Health, dental, and vision insurance
• 401k with 5% matching by Ambi
• Equity ownership
• Partial WFH
• Free parking on site at HQ
• Access to a full gym at HQ
• Free lunches 2x per week

Pay

$115,000 - $150,000 a year

Schedule

Full-time