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Boston Dynamics · 1 day ago

Staff/Senior Staff Customer Success Manager

Waltham, MA

Full-time

Hybrid

Senior Level, Lead/Staff

$132K/yr - $181K/yr

5+ years exp

Boston Dynamics is a company focused on robotic solutions, and they are seeking a highly motivated Customer Success Manager to ensure clients achieve desired impact and value from their products. The role involves leading client relationships, driving customer satisfaction, and collaborating with internal teams to enhance service delivery and support customer needs.

Artificial Intelligence (AI)RoboticsSoftware

Growth Opportunities

No H1B

Responsibilities

Serve as the ongoing relationship lead for strategic accounts, maintaining ongoing post-sale engagement to ensure satisfaction and retention

Lead regular client meetings, Quarterly Business Reviews and issue-resolution discussions with minimal oversight

Conduct onsite visits with customers to build relationships and better understand their robotics applications

Build and maintain strong relationships with customer stakeholders; serve as a trusted advisor in their robotics journey

Collaborate with Sales to identify upsell opportunities and support strategic account planning, ensuring high customer retention and expansion

Build strong cross-functional partnerships to support product feedback loops, service innovation, and continuous improvement, serving as a champion for customer needs within the company. Responsible for skillfully managing relationships with both internal teams and external customer stakeholders, ensuring effective communication and alignment to achieve customer goals

Analyze client performance data and service trends to identify improvement areas and advocate for process and product improvements, leveraging data to understand customer needs and drive positive outcomes

Contribute to the design and rollout of the broader Customer Success organization including processes, tools, and customer playbooks

Serve as an escalation point for client issues and partner with internal teams to develop resolution strategies, acting as a critical bridge between customers and internal teams. This involves aligning internal teams to resolve complex customer challenges

Qualification

Customer Success ManagementAnalytical skillsStakeholder managementCRM tools proficiencyCommunication skillsPresentation skillsMentoring experience

Required

Minimum 5 years of experience in customer relationship management, client success, or strategic account support

Minimum of 3 years of experience in a customer-facing role within the technology, robotics, or related industry

Track record of managing complex accounts and leading client-facing initiatives

Experience in cross-functional project work and continuous service improvement efforts

Ability to travel as needed (up to 50% domestically and internationally)

Deep expertise in Customer Success Management and service delivery best practices, with proven ability to manage customer relationships and drive customer satisfaction with complex, highly technical products

Strong analytical skills with the ability to interpret client data and propose actionable recommendations

Proven ability to influence internal stakeholders and lead through complex client issues

Exceptional skills in stakeholder management (internal and external) and a proven ability to synthesize complex concepts and challenges

Skilled in managing multiple priorities and dynamic customer environments independently

Advanced communication and presentation skills, including executive-level interactions

Strong communication and interpersonal skills, with the ability to engage and influence both internal teams and external partners

Proficiency with CRM tools and client success platforms

Experience mentoring peers or junior staff in a professional setting