US Customer Success Manager

Job Description

Job Description

About Origin

Origin (previously 10xConstruction) is building general-purpose autonomous robots for US construction to tackle rising costs, safety risks, and labour shortages. Our modular, multi-trade platform combines purpose-built hardware with real-time site intelligence to navigate complex environments and execute tasks with precision. Trained in high-fidelity simulation and already deployed on live sites, our robots deliver 5x faster execution, 250%+ margin expansion, and significant cost savings. Join India’s most talent-dense robotics team consisting of individuals from IITs, Stanford, UCLA, etc.

About the role

The US Customer Success Manager owns the full deployment lifecycle of Origin’s drywall finishing construction robot — from first assembly and commissioning through live site operations, operator training, customer reporting, and account expansion. The role leads a team of Site Deployment Interns / Engineers on the ground in the US, and ensures every robot is deployed safely, operates reliably, and delivers measurable value to the customer. The Customer Success Manager builds the operational systems, documentation, and support structures that allow Origin to scale robot deployments predictably and repeatably across US construction sites, driving ≥ 90% customer retention and on-time project delivery.

Key Responsibilities

• Lead and develop a team of Site Deployment team in the US — hire, and coach them through live customer deployments.
• Build the operator training program and certification framework — Robot Operator Guide, Technician / Forward Deployment Guide (FAQ + structured troubleshooting), and trainer certification criteria.
• Own the end-to-end site readiness process for every customer engagement — site readiness checklist completed before robot arrival.
• Maintain a standardized deployment timeline document for every engagement, covering setup, operation, and teardown.
• Ensure site safety induction is completed by every Robot operator before accessing any construction site — enforce PPE, exclusion zones, and GC safety protocols.
• Operate as the primary on-call escalation for live deployments — track issues and bugs from robot operations, follow the escalation matrix, and drive query resolution against an on-call first-response SLA.
• Deliver a structured Deployment Performance Report after every engagement covering: time taken, area coverage, expected vs. delivered quality, rework rate, and human vs. robot contribution.
• Run weekly, monthly, and quarterly client reviews (written reports + in-person meetings) to keep customers updated on project status.
• Obtain customer sign-off at the conclusion of every deployment; collect structured feedback and translate it into formal product / process requirements for the engineering team.
• Close the customer feedback loop — inform customers when their input has resulted in a product or process change.
• Operate a robot scheduling system that prevents conflicts across concurrent deployments and tracks fleet utilization for resource planning.
• Maintain zero unlogged safety incidents or near-misses across all deployments; ensure 100% of incidents and near-misses are reported within the required window.
• Partner with internal teams to drive seamless deployments, rapid issue resolution, and measurable account expansion.

Required Qualifications and Skills

• Bachelor’s degree in Construction Management, Civil / Structural Engineering, Mechanical Engineering, or a closely related field — through a degree program, trade school, or equivalent hands-on field experience.
• 4-6 years of experience in customer success, field service, deployment engineering, or operations — ideally with construction equipment, automation, or robotics in the US market.
• Strong working knowledge of US construction sites — site safety protocols, PPE, GC / sub-contractor dynamics, and working around other trades on active jobs.
• Customer-facing professionalism — can represent Origin in a customer review, conduct a deployment debrief, and manage expectations clearly and calmly.
• Structured documentation skills — produces clear, consistent logs, reports, and checklists that others can use.
• Working knowledge of drywall finishing (finish levels L0–L5 per GA-214, joint types, compound types, sanding technique) OR demonstrated ability to ramp on a construction trade quickly.
• Available for active US site work, often 5 days/week during deployments, with flexible start times aligned to construction crew schedules.
• Comfortable with on-call responsibility for live deployments; willing to travel to customer sites across the US during ramp.

Preferred Experiences

• Direct trade experience in drywall installation, taping, finishing, or painting — professionally or through academic program fieldwork.
• Prior experience training or supervising construction workers or tradespeople in new processes or tools.
• Familiarity with NYC construction workflow — DOB permits, GC / sub relationships, union vs non-union dynamics, and project scheduling on high-rise residential and commercial jobs.
• Experience in a customer-facing role at an early-stage hardware or robotics company — comfortable wearing multiple hats.
• Experience scaling operational processes — documentation, checklists, escalation matrices, training certifications.

Preferred Skills

• Customer success / account management
• Standard Operating Procedure (SOP) and training material creation
• Construction site safety management (OSHA awareness preferred)
• Drywall finishing technique and quality assessment
• Cross-functional collaboration with Operations, sales, and quality teams
• Clear, structured written communication and reporting