Customer Success Manager

At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change. Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale. Play a key role in helping our customers succeed with cutting-edge robotics technology. You’ll partner with customers and teams across Locus Robotics to drive adoption, solve challenges, strengthen relationships, and deliver an exceptional customer experience. This high-visibility role is ideal for someone who combines strong project management, training, leadership, and relationship-building skills with a passion for customer success. This role requires up to 50% US travel to customer sites. Responsibilities - Oversee daily customer site operations, proactively addressing challenges and ensuring a seamless, high-quality experience. - Ensure a successful customer deployment while driving continuous improvement and customer satisfaction - Serve as the primary point of contact for escalated technical issues, driving timely resolution and clear customer communication. - Coordinate warehouse mapping, preventive maintenance, and system upgrades to maximize system performance and minimize disruption. - Own the change request process, aligning customers and internal teams on impacts to scope, schedule, and budget - Compile and analyze key performance metrics, including throughput, units per hour (UPH), and lines per hour, to track performance, identify trends, and support customer status reporting. - Conduct post-project evaluations to capture lessons learned, celebrate successes, and identify opportunities to improve future customer deployments. - Monitor customer site performance to ensure compliance with contractual requirements. - Scale system capabilities to support evolving customer needs, operational growth, and long-term success. Qualifications - Bachelor's Degree in Computer Science, Engineering, CIS or a related technical field. - 5+ years' hands-on experience with 3PL, Warehouse, or logistics operations. - Knowledge of networking and network technology, such as routers, WIFI, switches, and firewalls. - Ability to communicate technical/complex information both verbally and in writing. - Strong ability to manage multiple priorities and respond effectively to urgent or high-pressure situations. - Knowledge of and interest in diverse technical topics, including software, hardware, and robotics. - Self-motivated and able to solve problems independently and in customer settings. - Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization. The expected base salary range for this role is $90,000 - $140,000 annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions Additional Information Locus Robotics is an equal opportunity employer. Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.