Customer Success Manager

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. They are seeking a Customer Success Manager to drive system performance and ensure that automation systems deliver measurable value and performance by collaborating with engineering, operations, product, and customer teams.

Responsibilities:

• Partner with engineering, operations, and technology teams to assess system performance and develop improvement plans that optimize efficiency and reliability
• Monitor and analyze system performance data, develop KPIs and reporting insights, deliver root cause analysis, and prioritize corrective actions that support operational improvements
• Identify opportunities for process optimization and drive operational initiatives that improve system performance and outcomes
• Develop deep expertise in Symbotic’s automation platform—including system operations, maintenance, software, and controls architecture
• Act as a trusted liaison between customers and internal Symbotic teams by leveraging knowledge of our automation systems, products, and services to support customer needs
• Facilitate customer meetings, workshops, and reviews—both virtually and onsite—to drive alignment, gather feedback, and move cross-functional initiatives forward
• Adapt quickly to evolving customer priorities, operational challenges, and business needs in a fast-paced environment

Requirements:

• Bachelor's degree in business administration, industrial engineering or related field; or equivalent experience
• Minimum of 5 years' experience in continuous improvement, system engineering, consulting, or similar experience
• Strong analytical skills with experience using data to drive decisions and performance improvements
• Experience using AI tools to accelerate analysis and develop tools, reports, and applications for operational use
• Excellent communication and consulting skills with the ability to build trust with diverse stakeholders
• Ability to thrive in fast-moving environments and adapt to evolving priorities
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook
• Remote, field-based position. HQ domicile also an option but not required
• Travel is required up to 60% of the time. If domiciled at HQ, travel requirement reduces to 30%
• Candidate must have a valid driver's license and the ability to drive and/or fly to client and other customer locations
• The role requires working on customer sites, including active automation installations and construction environments
• Employees must be comfortable working at heights up to 45 feet and in confined spaces (~24 inches) when required
• Ability to lift up to 50 pounds and perform physical tasks such as climbing, balancing, kneeling, crouching, and navigating industrial environments
• Must follow all safety protocols including Lockout/Tagout and fall protection requirements
• Approximately 60% of time may be spent onsite, requiring PPE such as hard hat, safety vest, steel-toe boots, safety glasses, hearing protection, and fall protection harness when necessary
• Work environments may include temperature ranges from 32°F to 105°F
• Master's degree preferred
• Exposure to automation, robotics, industrial systems, supply chain, or operations environments preferred
• Experience driving cross-functional teams to solve complex technical or operational challenges