Customer Success Manager

Berkshire Grey is a leader in robotic automation solutions that transform supply chain operations. As a Customer Success Manager, you will be responsible for the success of enterprise customers, focusing on account health, operational maturity, and continuous improvement of robotic automation systems.

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

Requirements:

• 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