Customer Success Manager

Job Description

Job Description

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 manufacturing—one 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.

Requirements

As a Customer Success Manager at Realtime Robotics, you are the customer’s champion internally and their most trusted point of contact externally. You bring a strong understanding of manufacturing environments and simulation workflows, allowing you to engage customers in their technical language, understand requests in their proper context, and translate those needs clearly to Product, Support, and Engineering teams. You maintain a deep, always-current view of each account — knowing where customers stand, what they need, and what is in their way — and you are organized and proactive enough to keep everything moving. This is a role for someone who is as comfortable in a conversation about robotic workcell design as they are building a structured feedback summary for a product review.

What You’ll Do

• Maintain a comprehensive, real-time understanding of each assigned account — including active projects, open issues, workcell configurations, simulation workflows, and stakeholder priorities.

• Serve as the internal voice of the customer, ensuring every team that touches an account has full context on the customer’s technical environment, goals, and current state.
• Build and sustain strong relationships with key stakeholders at automotive OEMs and Tier 1 suppliers, engaging credibly with engineers, simulation specialists, program managers, and executive sponsors alike.
• Conduct regular customer touchpoints — check-ins, business reviews, and strategic discussions — to stay ahead of needs and clearly articulate the value Resolver delivers within their manufacturing operations.
• Act as the first point of intake for customer issues and requests, assessing urgency and manufacturing or simulation impact before routing to the appropriate internal team.
• Provide internal teams with structured, technically grounded customer context — including deployment specifics, workcell configuration, software version, prior history, and business impact
• Monitor open support cases and escalations to ensure timely resolution; follow through until the customer confirms the issue is fully addressed.
• Gather and synthesize customer feedback into structured, technically contextualized requests
• Partner with the Customer Success Program Manager to ensure customer-driven initiatives are documented, prioritized, and tracked through to delivery.
• Lead the onboarding process for new customers, ensuring a smooth transition from sales to active deployment of Resolver and other Realtime Robotics solutions.
• Develop and deliver training content, documentation, and best practices tailored to each customer’s technical environment, team structure, and simulation workflow.
• Monitor customer health metrics and report on key metrics including adoption rates, satisfaction scores, issue resolution time, and retention.
• Collaborate with account management to proactively identify opportunites for upselling or cross selling based on customer needs and expanding manufacturing use cases.

Required Qualifications:

• Willingness to travel to customer sites to support key engagements, on-site reviews, and relationship-building activities.
• 3–5+ years of experience in customer success, account management, or a related customer-facing role in a technical or industrial environment.
• Strong understanding of manufacturing processes, robotic workcells, or simulation workflows — enough to engage customers in their technical language and interpret requests in context.
• Technically savvy with a demonstrated ability to quickly learn and master new software tools, particularly in industrial automation
• Highly organized, with the ability to maintain a clear, current picture of multiple accounts simultaneously and act decisively on that knowledge.
• Proven ability to structure and communicate customer feedback in technically detailed, actionable formats for Product and Engineering audiences.
• Experience working closely with technical support or engineering teams, providing customer context to accelerate and improve issue resolution.
• Strong relationship management skills — able to build trust and credibility with both technical practitioners and senior stakeholders.
• Excellent written and verbal communication skills, with the ability to adapt tone and depth for engineers, program managers, and executives.
• Analytical and proactive — able to identify risks early, triage effectively, and drive resolution across teams without direct authority.
• Proficiency with HubSpot or similar CRM tools for account tracking, health monitoring, and reporting.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.

Preferred Qualifications:

• Degree or equivalent experience in Engineering, Business, or Manufacturing.
• Hands-on experience with robotics simulation tools such as Siemens Process Simulate, Roboguide, or similar OLP and workcell design platforms.
• Experience in the automotive industry in manufacturing, engineering, simulation, or digital transformation roles.
• Knowledge of SaaS or cloud-based software deployment in industrial or manufacturing settings.
• Experience coordinating with a program management or project delivery function.

Benefits

• Competitive Healthcare Coverage
• Unlimited PTO
• Commuting Expenses Covered
• Telecommunications Stipend
• 401k Match
• HSA Employer Contribution

Realtime Robotics, Inc. located at 27 Wormwood St Ste 110, Boston, MA 02210 is an equal opportunity employer. All candidates must be legally authorized to work in the United States now and in the future.