Enterprise Customer Success Manager (Robotics)

Tutor Intelligence•Watertown, MA

1d•$100,000 - $140,000

About The Position

Weâre looking for an experienced Enterprise Customer Success Manager to own and grow relationships with our most strategic customers. In this role, you will act as a trusted advisor to senior operations and executive stakeholders, ensuring successful deployment, adoption, and long-term value realization of Tutorâs robotic systems. You will take ownership of complex, multi-site customer engagementsâdriving alignment between customer goals and Tutorâs capabilities, while orchestrating cross-functional teams to deliver outcomes in dynamic, real-world environments. This role sits at the intersection of robotics, operations, and strategic partnership. Beyond day-to-day success, you will play a critical role in shaping how enterprise customers adopt robotics at scale, influencing product direction, deployment strategy, and long-term account growth.

Requirements

5+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or similar customer-facing roles in a B2B environment.
Experience managing enterprise or strategic accounts, including navigating complex stakeholder environments.
Strong systems thinking and technical curiosity; comfortable operating at the intersection of software, hardware, and real-world operations.
Proven ability to drive outcomes and influence without authority across cross-functional teams.
Excellent communication skills, with the ability to engage both frontline operators and executive stakeholders.
Experience managing complex, multi-threaded customer engagements or deployments.
Comfortable operating in fast-paced, ambiguous environments with evolving products and processes.
Willingness to spend time on-site with customers to deeply understand operational environments.

Nice To Haves

Experience with robotics, automation, hardware, IoT, or operational technology.
Background in warehouse, manufacturing, or industrial environments.
Experience scaling customer success processes in a high-growth company.
Exposure to multi-site enterprise rollouts or program management.
Interest in robotics and the future of physical AI.

Responsibilities

Own executive relationships across enterprise accounts, from site-level operators to senior operations and business leaders, acting as a strategic partner in robotics adoption.
Drive customer outcomes and ROI, aligning Tutor deployments to customer business goals (throughput, labor efficiency, uptime, etc.) and ensuring measurable value realization.
Manage complex deployments and programs, including multi-site rollouts, stakeholder alignment, and long-term success planning.
Serve as the voice of the customer, translating operational insights into actionable feedback for product, engineering, and operations teams.
Lead cross-functional coordination across support, maintenance, engineering, and GTM teams to proactively resolve issues and improve system performance.
Own account health and risk management, proactively identifying risks, driving mitigation plans, and ensuring long-term retention.
Identify and drive expansion opportunities, partnering with Account Executives to grow deployments and deepen customer relationships.
Build scalable processes and playbooks for enterprise customer success as Tutor expands its footprint.