Customer Success Manager

Locus Robotics

3d•$90,000 - $140,000

About The Position

At Locus Robotics, the Customer Success Manager helps customers succeed with AI-powered robotics technology. The role partners with customers and internal teams to drive adoption, resolve challenges, strengthen relationships, and deliver an exceptional customer experience. It combines project management, training, leadership, and relationship-building skills. The position requires up to 50% travel within the United States to customer sites.

Requirements

Bachelor's degree in Computer Science, Engineering, CIS, or a related technical field.
At least 5 years of hands-on experience with 3PL, warehouse, or logistics operations.
Knowledge of networking and network technology, such as routers, Wi-Fi, switches, and firewalls.
Ability to communicate technical or complex information verbally and in writing.
Ability to manage multiple priorities and respond effectively to urgent or high-pressure situations.
Knowledge of and interest in diverse technical topics, including software, hardware, and robotics.
Self-motivation and ability to solve problems independently and in customer settings.
Excellent written and verbal English communication skills, including the ability to engage effectively with internal and external stakeholders at all organizational levels.

Responsibilities

Oversee daily customer site operations, proactively addressing challenges and ensuring a seamless, high-quality experience.
Ensure successful customer deployments while driving continuous improvement and customer satisfaction.
Serve as the primary point of contact for escalated technical issues, driving timely resolution and clear customer communication.
Coordinate warehouse mapping, preventive maintenance, and system upgrades to maximize performance and minimize disruption.
Own the change request process, aligning customers and internal teams on impacts to scope, schedule, and budget.
Compile and analyze performance metrics, including throughput, units per hour (UPH), and lines per hour, to track performance, identify trends, and support customer status reporting.
Conduct post-project evaluations to capture lessons learned, celebrate successes, and identify opportunities to improve future customer deployments.
Monitor customer site performance to ensure compliance with contractual requirements.
Scale system capabilities to support evolving customer needs, operational growth, and long-term success.