Staff Customer Success Manager

Boston Dynamics•Waltham, MA

28d•$120,000 - $135,000

About The Position

Boston Dynamics is seeking a highly motivated, self-starting, customer-focused Staff Customer Success Manager to help clients achieve impact and value from its robotic solutions. The role serves as both an advocate for Boston Dynamics to customers and an advocate for customers within the company. The Customer Success Manager works as a strategic partner, helping customers adopt the technology and realize its potential, while operating effectively in ambiguity and with minimal oversight. The position leads ongoing relationships with high-value or complex accounts, supports customer satisfaction, retention, and expansion, and coordinates with internal teams to address customer needs. It also contributes to the design and rollout of the broader Customer Success organization, including its processes, tools, and customer playbooks. Travel as needed may reach 50% domestically and internationally.

Requirements

At least 5 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, including managing relationships and driving satisfaction with complex, highly technical products.
Track record of managing complex accounts and leading client-facing initiatives.
Experience in cross-functional project work and continuous service improvement efforts.
Strong analytical skills and ability to interpret client data and propose actionable recommendations.
Ability to influence internal stakeholders and lead through complex client issues.
Strong internal and external 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.
Proficiency with CRM tools and client success platforms.
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 and reporting tools.
Previous experience in a coaching or mentoring capacity.

Responsibilities

Serve as the ongoing relationship lead for high-value or complex client accounts, maintaining post-sale engagement to support satisfaction and retention.
Lead regular client meetings, Quarterly Business Reviews, and issue-resolution discussions with minimal oversight.
Conduct onsite customer visits to build relationships and understand robotics applications.
Build and maintain strong 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, customer retention, and expansion.
Build cross-functional partnerships that support product feedback, service innovation, and continuous improvement; champion customer needs and ensure effective communication and alignment.
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 Customer Success 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.
Mentor peers or junior staff, as applicable.