Director of Customer Success

Job Description

Job Description

The Director of Customer Success leads ASI's customer success function, overseeing a team of Project
Managers who deliver and manage projects for customers integrating autonomous vehicle and robotics
solutions into their operations. This role serves as the primary executive relationship owner for key
accounts, ensuring customers achieve measurable outcomes and that projects are delivered on time, on scope, and within budget.

A central priority of this role is cultivating long-term partnerships that generate customer-funded development opportunities, enabling ASI to advance its technology roadmap in alignment with real-world customer needs. The Director of Customer Success bridges technical execution and strategic account management, acting as a trusted advisor to customers while driving retention, expansion, and mutual value creation.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Managing People 

• Directly manages a team of Project Managers responsible for individual customer success
  engagements.
• Recruits, mentors, and develops Project Managers; conducts performance reviews and
  implements growth plans.
• Establishes team standards, processes, and best practices for customer project delivery and
  relationship management.
• Serves as escalation point for Project Managers on high-stakes customer issues or at-risk
  accounts.

Customer Relationship Management 

• Owns executive-level relationships with key accounts, maintaining regular contact to
  understand business goals and technology adoption progress.
• Acts as a strategic advisor to customers, helping them realize the full value of ASI's
  autonomous solutions within their operations. 
• Identifies and cultivates partnership opportunities that lead to customer-funded development,
  co-investment, or expanded engagements. 
• Partners with Business Development to manage contract renewals, statements of work, and
  account expansion opportunities. 
• Coordinates with customers on long-term roadmap alignment, ensuring ASI's development
  priorities reflect customer investment and outcomes.

Project Oversight 

• Oversees the portfolio of active customer projects managed by the Customer Success
  Project Manager team. 
• Reviews project health, scope, schedule, and budget at a portfolio level; holds teams
  accountable to SMARTY milestone principles. 
• Partners with Project Managers to resolve escalations, manage risk, and course-correct
  projects experiencing issues. 
• Ensures post-project reviews are conducted and learnings are applied to improve delivery
  processes. 
• Collaborates with Engineering, Product, and Operations teams to align resources to customer
  project needs. 

Business Development Support 

• Contributes to new business proposals by providing customer success expertise, prior
  engagement case studies, and scoping input. 
• Helps define customer success frameworks and onboarding models for new industry
  verticals. 
• Tracks and reports on key customer success metrics including retention, expansion revenue,
  NPS, and project delivery performance. 
• Provides Voice of Customer feedback to Product and Engineering to inform ASI's technology
  roadmap. 

ESSENTIAL EDUCATION, WORK EXPERIENCE, JOB SKILLS 

• A Bachelor's degree in Business, Engineering, Management Information Systems, or a related
  technical discipline. Master's degree preferred. 
• 7+ years of experience in project management, customer success, or program management, with
  at least 3 years in a leadership role managing people. 
• Demonstrated ability to manage complex, multi-stakeholder technical projects from initiation
  through deployment. 
• Proven track record of building and maintaining executive-level customer relationships that result
  in long-term partnerships and expanded revenue. 
• Strong understanding of project management methodologies (PMP, Agile/Scrum); PMP
  certification preferred. 
• Experience in robotics, automation, industrial technology, or a related hardware/software industry
  strongly preferred. 
• Excellent written and verbal communication skills; able to translate technical concepts for non
  technical customers and stakeholders. 
• Demonstrated success leading and developing project management teams in a fast-paced,
  technical environment. 
• Experience with CRM and project tracking tools (e.g., Salesforce, Jira, or similar).

At Autonomous Solutions, Inc. (ASI), we are committed to fostering a diverse, inclusive, and equitable workplace where all employees and applicants have equal opportunities. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other legally protected characteristic. ASI complies with all applicable federal, state, and local laws regarding non-discrimination in employment and is dedicated to providing reasonable accommodations for individuals with disabilities
throughout the hiring process.