Customer Success Account Manager
Core
Own the post-sale journey for enterprise accounts to ensure maximum value from AI-powered robotic deployments in e-commerce logistics.
Role type
Senior Customer Success Account Manager (Technical Account Management)
Builds
AI-powered robotic systems for 24/7 operation in customer environments
Domain
E-commerce logistics, industrial robotics, warehouse automation
Deliverable
Production ML models | product features | client delivery
Required skills
Enterprise account management, technical account management, onboarding and go-live execution, user adoption program leadership, stakeholder management at operational and executive levels, operational data analysis, project/service-management tooling
Preferred skills
Supply chain or logistics background, robotics/IoT/hardware-software product experience, early-stage startup experience
Technologies
Asana, Jira Service Management
Responsibilities
Own portfolio of enterprise accounts from implementation handoff through renewal and expansion; Define, track, and report customer health scores, KPIs, and ROI milestones; Collaborate with Sales to run structured Business Reviews (QBRs and EBRs); Guide customers through onboarding, site readiness, and go-live milestones; Drive user-adoption programs across warehouse operators and managers; Serve as primary point of contact for requests, escalations, and initiatives; Spend meaningful time on-site at customer distribution and fulfillment centers; Act as embedded partner during critical go-lives, peak-season ramps, and post-incident recovery; Channel customer feedback to Product, Engineering, and Operations; Coordinate with Field Engineering to resolve hardware, firmware, and integration escalations; Re-establish and scale the Customer Success function by refreshing playbooks, onboarding templates, and health-score methodology.
Seniority
Senior, hands-on IC with scaling responsibilities
