Senior Manager, Customer Success

Senior Manager, Customer Success

Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. As we transition from viral sensations to an industrial automation powerhouse, we are looking for a Senior Manager, Customer Success to build, implement, and refine the "boots on the ground" best practices that will ensure our customers achieve ROI with their Enterprise Asset Management fleets.

How you will make an impact:

• Process Implementation: In collaboration with CS leadership, translate high-level strategy into actionable CSM playbooks. You will define the day-to-day workflows for onboarding, adoption, and proactive outreach.
• Best Practice Development: Create the standardized frameworks for core CSM motions like Quarterly Business Reviews (QBRs) and Success Plans. You will ensure these aren't just "check-ins" but data-driven sessions that prove the value of our robotics solutions.
• Revenue & Retention: You will identify "expansion triggers" and work closely with Sales to capture growth opportunities within existing accounts.
• Customer Advocacy (VoC): Build systems to collect, measure, and track customer feedback. You will synthesize technical hurdles and feature requests from the field into actionable insights for our Product and Engineering teams.
• Team Leadership: Lead and mentor a team of Customer Success Managers. You will be responsible for their professional development, ensuring they have the technical and soft skills to manage complex industrial stakeholders.
• Lifecycle Management: Own the customer journey post-deployment. You will build and monitor account health scores, identify "at-risk" customers early, and implement intervention strategies to manage escalations.
• Operational Excellence: Use data to track key performance indicators (KPIs) such as Time-to-Value and NPS, using these metrics to constantly iterate on our service model.

We are looking for:

• Education: Bachelor's degree in Business, Engineering, or a related technical field.
• Experience: 10+ years of experience in Customer Success or Account Management, preferably in a B2B hardware, robotics, or industrial automation environment.
• Leadership: 4+ years of experience directly managing people or leading significant cross-functional projects.
• The "Builder" Mentality: Proven track record of taking a vague goal (e.g., "we need better QBRs") and turning it into a repeatable, documented process.
• Technical Aptitude: Comfort discussing complex technical solutions with engineers and plant managers alike. You don't need to build the robot, but you need to understand how it solves a customer's problem.
• Communication: Exceptional ability to influence internal stakeholders and maintain high-level relationships with customer executives.
• Travel: Ability to travel up to 50% of the time to visit customer sites and understand their operational environments firsthand.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

The base pay range for this position is between $158,000.00 to $195,000.00 annually. Base pay will depend on multiple individualized factors, including, but not limited to, internal equity, job-related knowledge, skills, and experience. This range represents a good-faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off, and an annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.