Senior Manager, Customer Success
Core
Build and refine Customer Success playbooks and frameworks to ensure customers achieve ROI with Enterprise Asset Management fleets in robotics and industrial automation.
Role type
Senior Manager, Customer Success (Strategy & Operations)
Builds
Standardized CSM playbooks, QBR frameworks, account health monitoring systems, and feedback loops for product teams.
Domain
Robotics / Industrial Automation / B2B Hardware
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer Success strategy, process implementation, team leadership, revenue expansion, voice of customer (VoC) systems, lifecycle management, data-driven KPI tracking, technical aptitude for robotics, executive communication, travel management
Preferred skills
Experience in B2B hardware or industrial automation, background in engineering or business
Technologies
Enterprise Asset Management fleets, QBR tools, account health scoring systems
Responsibilities
Translate high-level strategy into actionable CSM playbooks for onboarding and adoption; Create standardized frameworks for Quarterly Business Reviews and Success Plans; Identify expansion triggers and collaborate with Sales for revenue growth; Build systems to collect and synthesize customer feedback for Product and Engineering; Lead and mentor a team of Customer Success Managers; Own the post-deployment customer journey including health scoring and escalation management; Use data to track KPIs like Time-to-Value and NPS to iterate the service model
Seniority
Senior, hands-on IC with significant team leadership
