Customer Success Program Manager

Customer Success Program Manager

We're redefining how robots are deployed. Our platform enables users to simulate, test, and optimize entire robotic systems in parallel. By removing the barriers that have kept advanced robotics out of reach for all but the largest players, we're ushering in a new era of manufacturingone where mass reshoring is not only viable, but inevitable.

We are looking for a Customer Success Program Manager to serve as the critical link between our customers and internal teams. In this role, you will own the end-to-end coordination of customer-driven initiatives, ensuring that requests, escalations, and strategic priorities are tracked, communicated, and delivered with excellence. You will act as a trusted partner to customers while driving alignment and accountability across Sales, Application Engineering, Product, Support, and other internal stakeholders.

Customer Engagement & Relationship Management

Serve as the primary program-level point of contact for assigned customers, building trusted relationships across customer stakeholders from end users to executive sponsors.

• Lead regular customer touchpoints including business reviews, status calls, and project check-ins to communicate progress, surface risks, and align on priorities.
• Translate customer needs, feedback, and escalations into clearly defined internal initiatives with measurable outcomes and timelines.
• Proactively communicate updates, blockers, and milestone achievements to customers in a clear, professional manner.
• Partner with Sales, Customer Success Management, and Application Engineering to support renewals, expansions, and overall customer health.
• Willingness to travel to customer sites for key engagements, business reviews, and relationship-building activities.

Cross-Functional Program Management & Delivery

Maintain a centralized view of all active customer-driven initiatives, ensuring each has a clear owner, timeline, and success criteria.

• Facilitate cross-functional stand-ups, working sessions, and alignment meetings with Sales, Application Engineering, Product, Support, and Operations teams.
• Track initiative progress against committed timelines; proactively identify risks, surface blockers, and drive resolution before they impact customers.
• Manage and control scope creep by documenting requests, establishing change control processes, and communicating tradeoffs to stakeholders.
• Build and maintain program dashboards, status reports, and documentation to provide real-time visibility into customer initiative health.
• Identify patterns across customer requests to inform product roadmap discussions and process improvements.
• Lead through influence without authority, driving accountability across teams that do not report directly to this role.

Process Design & Operational Excellence

Design and implement scalable processes for intake, prioritization, and delivery of customer requests across internal teams.

• Define and document escalation paths, ensuring issues are routed to the right teams with appropriate urgency and follow-through.
• Conduct post-delivery retrospectives with internal teams and customers; capture lessons learned and implement process improvements.
• Align delivery timelines with software release schedules, support cycles, and organizational planning horizons.
• Monitor and report on key program health metrics including on-time delivery, customer satisfaction, and resolution time.