Customer Success Manager
About The Position
HappyRobot is hiring a Customer Success Manager to own the post-sale relationship with a portfolio of large enterprise customers. The role is accountable for helping customers achieve measurable value from their AI workforces and expanding adoption across workflows, teams, and regions. The Customer Success Manager will serve as the customer’s voice within HappyRobot and work closely with forward-deployed engineers, deployment strategists, and account executives. This is a strategic customer-facing role, not a support role. The successful candidate will guide customers from initial deployment to scaled AI operations, building trust with complex organizations and helping operations teams adopt new technology. Logistics experience is especially valued.
Requirements
- 4 to 7 years of experience in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS or technology company, including experience managing enterprise accounts.
- A track record of driving adoption, retention, and expansion, with comfort owning renewal and growth targets.
- Strong executive presence and the ability to communicate with both operations teams and C-level stakeholders.
- Comfort working with data, including interpreting usage and performance metrics, building a clear narrative, and recommending next steps.
- Technical curiosity and comfort discussing integrations, APIs, workflows, and AI concepts with customers and engineers, without needing to code.
- Ownership, speed, and the ability to thrive in ambiguity at a fast-growing startup.
Nice To Haves
- Hands-on logistics, freight, or supply chain experience, such as at a freight broker, 3PL, carrier, shipper, or logistics technology company; ideally managing large, multi-stakeholder accounts.
- Experience with AI, automation, or voice products.
- Familiarity with TMS, WMS, or CRM systems.
- Spanish, Portuguese, or another language, given the LatAm and international customer base.
- Prior experience at an early-stage or high-growth startup.
Responsibilities
- Own a portfolio of large enterprise accounts and serve as the primary day-to-day and executive-level contact.
- Drive adoption and time-to-value by defining customer success metrics, such as resolution time, load coverage, calls automated, and cost savings.
- Run regular business reviews that connect performance data to business outcomes and clear next steps.
- Identify and lead expansion opportunities across use cases, business units, and geographies in partnership with Sales.
- Partner with forward-deployed engineers and deployment strategists to scope, launch, and iterate on new workflows.
- Monitor account health, anticipate risks, and lead renewals with a clear understanding of value delivered.
- Capture customer feedback and turn it into actionable input for Product and Engineering.
- Build repeatable playbooks, onboarding materials, and best practices as the Customer Success function scales.
Benefits
- Comprehensive benefits including healthcare, dental, and vision coverage.
- Competitive salary and equity in a high-growth startup.
- Ownership and autonomy of projects, with encouragement to ship.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
