Senior Manager, Customer Success

About the role

Boston Dynamics is seeking a Senior Manager, Customer Success to join our growing team. This role will focus on building, implementing, and refining best practices to ensure our customers achieve return on investment with their Enterprise Asset Management fleets.

Responsibilities

• Translate high-level strategy into actionable Customer Success Management (CSM) playbooks.
• Define day-to-day workflows for onboarding, adoption, and proactive outreach.
• Create standardized frameworks for core CSM motions like Quarterly Business Reviews (QBRs) and Success Plans.
• Identify "expansion triggers" and work closely with Sales to capture growth opportunities within existing accounts.
• Build systems to collect, measure, and track customer feedback.
• Synthesize technical hurdles and feature requests from the field into actionable insights for our Product and Engineering teams.
• Lead and mentor a team of Customer Success Managers.
• Ensure team members have the technical and soft skills to manage complex industrial stakeholders.
• Own the customer journey post-deployment.
• Build and monitor account health scores, identify "at-risk" customers early, and implement intervention strategies to manage escalations.
• Use data to track key performance indicators (KPIs) such as Time-to-Value and NPS, using these metrics to constantly iterate on our service model.

Requirements

• Bachelor’s degree in Business, Engineering, or a related technical field.
• 10+ years of experience in Customer Success or Account Management, preferably in a B2B hardware, robotics, or industrial automation environment.
• 4+ years of experience directly managing people or leading significant cross-functional projects.

Qualifications

• Proven track record of taking a vague goal and turning it into a repeatable, documented process.
• Comfort discussing complex technical solutions with engineers and plant managers alike.
• Exceptional ability to influence internal stakeholders and maintain high-level relationships with customer executives.
• Ability to travel up to 50% of the time to visit customer sites and understand their operational environments firsthand.

Skills

• Technical aptitude to discuss complex technical solutions with engineers and plant managers alike.
• Strong communication skills to influence internal stakeholders and maintain high-level relationships with customer executives.

Benefits

• Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off, and an annual bonus structure.

Pay

The base pay range for this position is between $158,000.00 to $195,000.00 annually. Base pay will depend on multiple individualized factors, including, but not limited to, internal equity, job-related knowledge, skills, and experience.

Schedule

This role requires the ability to travel up to 50% of the time to visit customer sites and understand their operational environments firsthand.