Customer Success Director

Path Robotics • Columbus, OH

9d

About The Position

Path Robotics is hiring a Customer Success Director to serve as the business partner for every customer and the voice of the customer inside the company. The role is accountable for product adoption, customer retention, and performance data that demonstrates the product’s value in manufacturing environments. It requires value-stream manufacturing expertise, strong analytics, and disciplined organization and standard practices for the customer success team.

The director leads the Customer Success Management (CSM) team across cell types, including UP, TC, and Defense, and establishes a consistent customer playbook from signature through renewal. The role owns the customer experience at Factory Acceptance Testing (FAT), supports deployment and production launches, manages customer communications and escalations, informs product priorities with customer input and production impact, and supports renewals, upsells, and marketing use cases with validated performance data.

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 successful completion of a background check consistent with applicable requirements.

Requirements

• At least 10 years of experience in customer success, account management, or operations leadership in industrial manufacturing or automation.
• At least 5 years of team leadership experience.
• Fluency in value-stream and lean manufacturing.
• Ability to interpret customer production data and explain the story behind it.
• Strong analytics and reporting discipline.
• 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.
• Adherence to company and federal data protection and confidentiality standards where applicable.

Responsibilities

• Lead the CSM team across cell types (UP, TC, Defense) and establish a standard playbook from signature to renewal, covering kick-off, design, build, FAT, deployment, safe launch, and production.
• Own the CSM role at FAT, including the customer experience, reviewing FAT documents with the DPM, and presenting outstanding items to the customer.
• 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 customer communication channels.
• Advise Product on roadmap priorities based on production impact and Voice of the Customer, rather than technical severity alone.
• Define SLA bounds and an 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