Senior Staff Customer Success Manager - Warehouse Robotics

Boston Dynamics•Waltham, MA

4d•$140,000 - $170,000

About The Position

Boston Dynamics is seeking a motivated, self-starting, customer-focused Customer Success Manager to help clients achieve value from its robotic solutions. The role acts as a strategic partner to customers, advocating for them internally while representing Boston Dynamics to them. It requires working effectively in ambiguous situations and driving customer outcomes with minimal oversight. The position leads ongoing relationships with high-value or complex accounts, supports customer adoption and retention, and works with Sales on expansion opportunities and account planning. It partners across internal teams to surface customer needs, improve products and services, resolve issues, and contribute to the design and rollout of Customer Success processes, tools, and playbooks. The role includes customer site visits and travel of up to 50% domestically and internationally. Applicants must be eligible to work in the United States; visa sponsorship is not available. The stated annual base pay range is $140,000–$170,000, depending on individualized factors. Boston Dynamics offers medical, dental, and vision coverage, a 401(k), paid time off, and an annual bonus structure.

Requirements

At least 8 years of experience in customer relationship management, client success, or strategic account support.
At least 3–5 years of experience in a customer-facing role within technology, robotics, warehouse automation, or a related industry.
Deep expertise in Customer Success Management and service delivery best practices, including managing relationships and driving satisfaction with complex, highly technical products.
Strong analytical skills, including the ability to interpret client data and propose actionable recommendations.
Ability to influence internal stakeholders, manage complex client issues, and synthesize complex concepts and challenges.
Ability to manage multiple priorities and dynamic customer environments independently.
Advanced communication and presentation skills, including executive-level interactions, and the ability to engage and influence internal teams and external partners.
Proficiency with CRM tools and client success platforms.
Track record of managing complex accounts and leading client-facing initiatives.
Experience identifying technical issues, coordinating root-cause analysis, and driving resolution.
Experience in cross-functional project work and continuous service improvement with technical and non-technical teams.
Ability to travel as needed, up to 50% domestically and internationally.
Must be eligible to work in the United States; visa sponsorship is not available.

Nice To Haves

Familiarity with analytics or reporting tools.
Experience mentoring peers or junior staff in a professional setting.
Previous coaching or mentoring experience.

Responsibilities

Lead ongoing relationships and post-sale engagement for high-value or complex client accounts to support satisfaction and retention.
Lead regular client meetings, Quarterly Business Reviews, and issue-resolution discussions with minimal oversight.
Visit customers onsite to build relationships and understand their robotics applications.
Build relationships with customer stakeholders and act as a trusted advisor in their robotics journey.
Collaborate with Sales to identify upsell opportunities and support strategic account planning, retention, and expansion.
Build cross-functional partnerships to support product feedback, service innovation, and continuous improvement, while championing customer needs internally.
Manage internal and external stakeholder relationships and promote communication and alignment around customer goals.
Analyze client performance data and service trends to identify improvement opportunities and advocate for process and product improvements.
Contribute to the design and rollout of the broader Customer Success organization, including processes, tools, and customer playbooks.
Serve as an escalation point for client issues and partner with internal teams to develop resolution strategies for complex customer challenges.