Customer Success Manager - Strategic Accounts

About the position

As a Customer Success Manager – Strategic Accounts, you’ll be the trusted partner and strategic advisor for our most valuable clients. Your mission is to ensure these customers are successful with our robotic solutions—maximizing value, driving adoption, and achieving meaningful outcomes that support their business goals. You’ll proactively build relationships, solve problems, and surface insights that guide our customers and our team toward success. You will report to Josh Dobbs our VP of Customer Success and collaborate cross-functionally with Sales, Engineering, and Product.

Responsibilities

• Build Strategic Relationships: Develop deep, lasting partnerships with senior stakeholders across key accounts, acting as a trusted advisor and main point of contact.
• Lead Onboarding & Training: Guide new clients through a smooth, value-focused onboarding experience and provide ongoing training to ensure long-term success.
• Deliver Impact Through Data: Monitor client product usage, analyze trends, and identify ways to deliver additional value, increase retention, and improve outcomes.
• Resolve Complex Issues: Triage and manage both hardware and software issues, working across internal teams to ensure timely resolutions and proactive support.
• Drive Retention & Growth: Lead renewal conversations and identify upsell and cross-sell opportunities that solve real problems and deepen client engagement.
• Gather & Elevate Feedback: Be the voice of the customer internally, collecting insights and feedback to inform product development and customer strategy.
• Travel as Needed: Occasionally visit key clients on-site to strengthen relationships, gather context, and provide high-touch strategic support.

Requirements

• 5+ years of experience in customer success, account management, or a related field—ideally supporting enterprise or strategic accounts in a tech-forward environment.
• Proven ability to manage complex relationships and deliver measurable value over time.
• Technical aptitude and the ability to understand hardware/software integrations; prior experience with robotics or related tech is a big plus.
• Exceptional written and verbal communication skills, including with executive-level stakeholders.
• Experience using CRM tools and platforms (e.g., HubSpot, Salesforce, etc.).
• Bachelor’s degree in business, engineering, or a related field required; advanced degree a plus.

Benefits

• Health, dental, and vision insurance
• 3% retirement match
• 15 days of paid time off (PTO)
• 11 paid holidays
• Employee stock option plan
• Additional perks as part of our fast-growing, high-impact team