Customer Success Manager

Walden Robotics•Cambridge, MA

31d•$106,500 - $142,000•Hybrid

About The Position

You will be a technical spearhead who bridges our product's potential and customer reality. You'll lead the customer relationship, deployment, and early adoption at customer sites, turning complex real-world environments into successful robot operations. As an early hire in this function, you will help shape the foundations of our Customer Success team.

Requirements

5+ years in hands-on technical or sales roles in robotics, automation, industrial systems, or related fields
Systems integration expertise: Deep understanding of how software, hardware, sensors, and networks integrate in uncontrolled real-world environments
Previous field experience: Background as Field Application Engineer, Solutions Engineer, Sales Engineer, Technical Consultant, Customer Success, or deployment specialist, ideally in robotics, IoT, or industrial automation
Communication range & Agility: Equally comfortable explaining technical constraints to a C-suite buyer and troubleshooting with a facilities operator on a loading dock. You thrive in the face of ambiguity & rapid iteration, and wearing multiple hats is second nature: you might help debug a camera feed one day and present to a COO the next
Travel: Up to 50% required: weekly to monthly domestic travel (Bay Area, Pacific Northwest, Southeast, Midwest). Must be available for multi-day site visits and deployment sprints.

Nice To Haves

Prior experience working in a startup environment
Experience deploying technology in manufacturing, healthcare, pharma or other complex facilities environments
Familiarity with robotic systems: computer vision & sensor integration, autonomy stacks, etc
Experience training non-technical operators on complex systems, comfortable producing documentation for training materials and remote support

Responsibilities

Own one or more enterprise customer relationships
Lead deployments from initial scoping through production; partner with business, operational, and technical stakeholders to ensure deployments are a success
Develop customer-centric KPIs and regularly report out on performance
Serve as deployment liaison in late-stage sales calls, discovery sessions, and contract scoping
Advocate for customers in discussions with product and engineering to ensure the roadmap is closely aligned to customer needs
Translate field insights into product requests, documenting edge cases, integration challenges, and feature requests
Act as first-line customer health owner, regularly interacting with customer stakeholders and escalating any issues