Manager, Customer Success

Job description

Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. As we transition from viral sensations to an industrial automation powerhouse, we are looking for a Manager of Customer Success to build, implement, and refine the "boots on the ground" best practices that will ensure our customers achieve ROI with their Enterprise Asset Management fleets. How you will make an impact: Process Implementation: In collaboration with CS leadership, translate high-level strategy into actionable CSM playbooks. You will define the day-to-day workflows for onboarding, adoption, and proactive outreach. Best Practice Development: Create the standardized frameworks for core CSM motions like Quarterly Business Reviews (QBRs) and Success Plans. You will ensure these aren't just "check-ins" but data-driven sessions that prove the value of our robotics solutions. Revenue & Retention: You will identify "expansion triggers" and work closely with Sales to capture growth opportunities within existing accounts. Customer Advocacy (VoC): Build systems to collect, measure, and track customer feedback. You will synthesize technical hurdles and feature requests from the f...