Customer Success Director

Path Robotics • Columbus, OH

5d

About The Position

The Customer Success Director is the business partner for every Path Robotics customer and the internal voice of the customer. The role is accountable for customer adoption, retention, and performance data demonstrating product value in manufacturing environments. It requires strong value-stream manufacturing knowledge, analytics, organization, and the ability to establish consistent team practices.

The director leads the Customer Success Management team across cell types (UP, TC, and Defense) and establishes a standard customer playbook from signature through renewal. The role owns the customer experience during Factory Acceptance Testing (FAT), leads Executive Business Reviews, advises Product on roadmap priorities based on production impact and customer feedback, and coordinates customer-related quality, engineering, and product changes. The position also supports renewals and upsells with validated performance data and customer use cases.

This position may support work under U.S. Government contracts and requires compliance with applicable federal regulations, including FAR and DFARS where applicable. It may involve access to export-controlled information subject to ITAR and/or EAR, and handling Controlled Unclassified Information (CUI). Candidates must be able to comply with applicable U.S. export control regulations, which may include meeting the definition of a “U.S. Person” where required. Employment may be contingent upon a background check.

Requirements

• 10+ years of experience in customer success, account management, or operations leadership in industrial manufacturing or automation.
• 5+ years of experience leading a team.
• Fluency in value-stream and lean manufacturing.
• Ability to interpret customer production data and explain the story behind it.
• Strong analytics and reporting discipline, including prior experience building account health metrics and review cadences.
• Executive presence with plant managers and VPs.
• Comfort owning difficult conversations about performance gaps and metrics.
• Ability to comply with applicable U.S. export control regulations, which may include meeting the definition of a “U.S. Person” where required.

Responsibilities

• Lead the Customer Success Management team across cell types (UP, TC, and Defense).
• Set a standard playbook from signature to renewal, including kick-off, design, build, FAT, deployment, safe launch, and production.
• Own the Customer Success role at FAT, including the customer experience, reviewing FAT documents with the DPM, and preparing the talk track for outstanding items.
• Run Executive Business Reviews with customers and maintain accurate notes on performance, risks, and trends.
• Translate internal engineering communications into customer-safe language and manage day-to-day communication channels.
• Advise Product on roadmap priorities based on production impact and the Voice of the Customer.
• Define SLA bounds and the escalation playbook for quality issues, partnering with internal teams on root cause analysis.
• Coordinate new part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering.
• Support renewals and upsells with validated performance data, and gather customer use cases for marketing.

Benefits

• Daily free lunch.
• Flexible PTO.
• Comprehensive medical, dental, and vision coverage.
• Six weeks of fully paid parental leave, plus an additional 6–8 weeks for birthing parents (12–14 weeks total).
• 401(k) retirement plan through Empower.
• Employee referral bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed