Customer Success Manager

Berkshire Grey Inc.-posted 8 days ago
Full-time • Mid Level
Bedford, MA
251-500 employees
Machinery Manufacturing
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As a Customer Success Manager (CSM) at Berkshire Grey, you will be a strategic advisor and primary advocate for our enterprise customers, ensuring that Berkshire Grey's robotic and AI-powered automation systems deliver measurable operational and business outcomes. In this role, you will drive adoption, performance optimization, and scalable deployments across large parcel-handling networks. You will work cross-functionally to bring new products to market - translating early customer feedback into product enhancements, deployment playbooks, and success frameworks that support expansion across customer sites. This is a high-impact position ideal for someone who thrives at the intersection of technology, operations, and customer engagement and who has deep experience in parcel, logistics, or warehouse automation.

  • Serve as a key point of accountability for customer satisfaction, retention, and success post-deployment.
  • Help define success metrics and build joint success plans aligned with customer business objectives.
  • Proactively monitor robotic system performance, identify optimization opportunities, and drive continuous improvement initiatives.
  • Help lead executive business reviews (EBRs) and performance reviews to communicate return on investments (ROI), key performance indicators (KPIs), and value realization.
  • Partner cross-functionally with engineering, customer experience (CX), and support to resolve complex technical issues and surface customer insights.
  • Collaborate with maintenance and field service teams to develop and deliver customer training on system operations and maintenance best practices.
  • Help develop and refine customer documentation, best practice playbooks, and performance dashboards.
  • Provide structured, actionable feedback to internal teams to influence roadmaps and service improvements.
  • Build strong relationships with both technical and executive stakeholders to drive long-term customer loyalty and expansion.
  • Travel as required to support deployments, optimization assessments, and on-site customer engagements.
  • Bachelor's degree in engineering, Computer Science, or related field (advanced degree preferred).
  • Parcel handling environment experience important.
  • Go-to-market and scaling experience for a new automation product.
  • Program scalability and product adoption across multi-site deployments.
  • 5-10 years of experience in Customer Success, Technical Account Management, or Solutions Engineering within robotics, automation, or supply chain technology.
  • Demonstrated success managing enterprise-level implementations and complex multi-site customer programs.
  • Strong understanding of robotics, AI-driven automation, warehouse technologies, and system integrations.
  • Excellent analytical and problem-solving skills; adept at interpreting system performance data and driving improvement actions.
  • Exceptional written and verbal communication skills; able to distill technical details into clear business impact for executives.
  • Familiarity with cloud infrastructure, data analytics tools, and API integrations.
  • Proven ability to work cross-functionally in fast-paced environments.
  • Competitive compensation and comprehensive benefits package.
  • A culture centered on innovation, collaboration, and growth.
  • Opportunity to play a key role in shaping the future of logistics and intelligent automation.
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