Senior Staff Customer Success Manager - Key Accounts

Boston Dynamics•Waltham, MA

8d•$140,000 - $170,000

About The Position

Boston Dynamics is seeking a motivated, self-starting, customer-focused Customer Success Manager to help clients achieve impact and value from its robotic solutions. The role serves as an advocate for Boston Dynamics to customers and for customers within the company. It requires working effectively amid ambiguity and driving customer success with minimal oversight. As a strategic partner, the role helps customers adopt cutting-edge technology and realize its potential. The position leads relationships for high-value or complex accounts, supports satisfaction, retention, and expansion, and works with Sales and cross-functional teams to address customer needs. It also contributes to the development of the broader Customer Success organization, including its processes, tools, and customer playbooks. Travel may be required up to 50% domestically and internationally.

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 the technology, robotics, or a related industry.
Deep expertise in Customer Success Management and service delivery best practices, with a proven ability to manage relationships and drive satisfaction for complex, highly technical products.
Strong analytical skills, including the ability to interpret client data and propose actionable recommendations.
Proven ability to influence internal stakeholders and lead through complex client issues.
Strong stakeholder-management skills and ability to 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 ability to engage and influence internal teams and external partners.
Proficiency with CRM tools and client success platforms.
Experience mentoring peers or junior staff in a professional setting.
Ability to create long-term customer growth plans and execute against them.
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

Experience in advanced manufacturing.
Familiarity with analytics and reporting tools.
Previous experience in a coaching or mentoring capacity.

Responsibilities

Lead ongoing post-sale relationships with high-value or complex client accounts to support satisfaction, retention, and expansion.
Lead regular client meetings, Quarterly Business Reviews, and issue-resolution discussions with minimal oversight.
Conduct frequent onsite customer visits to build relationships and understand robotics applications.
Build strong relationships with customer stakeholders and serve as a trusted advisor in their robotics journey.
Collaborate with Sales to identify upsell opportunities and support strategic account planning.
Develop cross-functional partnerships to support product feedback, service innovation, and continuous improvement, while championing customer needs internally.
Manage relationships with internal teams and external stakeholders to ensure effective communication and alignment around customer goals.
Analyze client performance data and service trends to identify improvement areas and advocate for process and product improvements.
Contribute to the design and rollout of the Customer Success organization, including processes, tools, and customer playbooks.
Serve as an escalation point for client issues and align internal teams on strategies to resolve complex customer challenges.
Understand customers’ high-level business goals, map them to internal priorities and the development roadmap, and rally internal teams to deliver value, features, or other improvements.