Senior Customer Program Manager

Walden Robotics•Cambridge, MA

13d•Onsite

About The Position

You will be a senior technical spearhead who bridges our product's potential and customer reality. As a Senior Customer Program Manager, you will own complex, multi-site customer programs end-to-end—leading the customer relationship, deployment, and early adoption at customer sites, turning complex real-world environments into successful robot operations. As a senior member of an early-stage function, you will act as a subject matter expert across the organization, set the standards others follow, and 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, including a track record of owning complex, cross-functional programs end-to-end.
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 an executive buyer and troubleshooting with a facilities operator on a loading dock. You thrive in the face of ambiguity and rapid iteration, and wearing multiple hats is second nature—you might design an operations workflow integration one day and present to a COO the next.
Leadership & mentorship: Demonstrated ability to act as a subject matter expert, mentor teammates, and set quality standards for others.
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 new technology initiatives 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 complex programs end-to-end. Take full ownership of one or more enterprise customer relationships and their deployments, from initial scoping to production. You will drive cross-functional efforts across business, operational, and technical stakeholders to ensure deployments are a success.
Develop customer-centric KPIs. You will be the primary communication channel and will be responsible for both scoping and regularly reporting out on performance to internal and customer leadership.
Serve as primary stakeholder liaison. You will work as the connective tissue and voice of the customer to communicate with sales and operations across the full lifecycle: late-stage sales calls, discovery sessions, contract scoping, and execution.
Act as a subject matter expert and communicate clearly across the org. Advocate for customers in discussions with product and engineering to ensure the roadmap is closely aligned to customer needs, and translate technical realities for audiences at every level, from the field to the executive team.
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.
Mentor teammates and raise quality standards. Coach less-experienced team members, establish repeatable playbooks and best practices, and continually raise the bar for customer engagements as the Customer Success function scales.
Align work to Walden Robotics' broader mission. Connect day-to-day deployment decisions to the company's mission of bringing general-purpose robots into the real world, prioritizing the efforts that most advance that vision.