Berkshire Grey · 6 hours ago
Customer Success Manager
United States
Full-time
Remote
Senior Level
$135K/yr - $170K/yr
5+ years expBerkshire Grey is a leader in robotic automation solutions that transform supply chain operations. The Customer Success Manager will be responsible for ensuring the success of complex enterprise customers by managing account health, operational maturity, and continuous improvement of robotic automation systems.
Artificial Intelligence (AI)Industrial AutomationRoboticsSoftware
No H1B
Responsibilities
Serve as a key point of accountability for customer satisfaction, retention, and long-term success post-deployment
Act as the day-to-day trusted partner for senior customer stakeholders across operations, engineering, and leadership
Help define success metrics and build joint success plans aligned with customer business and operational objectives
Conduct high-context on-site customer engagements, including observing system behavior, understanding operational workflows, and identifying early signals of performance risk, improvement opportunity, or misalignment
Proactively monitor robotic system performance, identify optimization opportunities, and drive continuous improvement initiatives
Partner cross-functionally with engineering, customer experience (CX), sustaining, and support teams to resolve complex technical issues using structured problem-solving and root-cause analysis
Collaborate with maintenance and field service teams to support customer enablement, best practices, and operational maturity
Provide clear, actionable feedback to internal teams to inform prioritization, roadmap discussions, and service improvements
Build and maintain strong relationships with both technical and executive stakeholders to support long-term trust, partnership, and expansion
Travel as required to support on-site assessments, optimization efforts, and strategic customer engagements
Help lead executive business reviews (EBRs) and performance reviews to communicate return on investments (ROI), key performance indicators (KPIs), and value realization
Help develop and refine customer documentation, best practice playbooks, and performance dashboards
Provide structured, actionable feedback to internal teams to influence roadmaps and service improvements
Qualification
Required
Bachelor's degree in engineering, Computer Science, or related field, or equivalent practical experience
Go-to-market and scaling experience for innovative technologies and automation
Program scalability and product adoption across multi-site deployments
5-10 years of experience in Customer Success, Technical Account Management, or Solutions Engineering within robotics, automation, or supply chain technology
Demonstrated success managing enterprise-level implementations and complex multi-site customer programs
Strong understanding of robotics, AI-driven automation, warehouse technologies, and system integrations
Excellent analytical and problem-solving skills; adept at interpreting system performance data and driving improvement actions
Exceptional written and verbal communication skills; able to distill technical details into clear business impact for executives
Familiarity with cloud infrastructure, data analytics tools, and API integrations
Proven ability to work in high-expectation, fast-paced environments
Benefits
Competitive compensation and comprehensive benefits package.
A culture centered on innovation, collaboration, accountability, and growth.
Opportunity to work on real, mission-critical automation systems at enterprise scale.
The ability to make a visible, meaningful impact on customer operations and long-term success
A role with autonomy, trust, and influence – not just process ownership.
Company
Berkshire Grey
Berkshire Grey develops a materials handling system intended to automate omnichannel fulfillment.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
$428MKey Investors
Khosla Ventures
2023-03-24Acquired
2021-07-22Post Ipo Equity· $165M
2021-07-22IPO
Leadership Team
Mark Fidler
Chief Financial Officer
Jessica Pincomb Moran
SVP and General Manage
Recent News
Canaan Partners
2025-12-03
Business Standard India
2025-10-09
2025-05-04
Company data provided by crunchbase