Customer Success Manager

Locus Robotics develops AI-powered systems and intelligent robots for supply chains. The Customer Success Manager partners with customers and internal teams to support adoption, resolve challenges, oversee deployments, and strengthen customer relationships and satisfaction.

Responsibilities:

• Oversee daily customer site operations, proactively addressing challenges and ensuring a seamless, high-quality experience
• Ensure a successful customer deployment while driving continuous improvement and customer satisfaction
• Serve as the primary point of contact for escalated technical issues, driving timely resolution and clear customer communication
• Coordinate warehouse mapping, preventive maintenance, and system upgrades to maximize system performance and minimize disruption
• Own the change request process, aligning customers and internal teams on impacts to scope, schedule, and budget
• Compile and analyze key performance metrics, including throughput, units per hour (UPH), and lines per hour, to track performance, identify trends, and support customer status reporting
• Conduct post-project evaluations to capture lessons learned, celebrate successes, and identify opportunities to improve future customer deployments
• Monitor customer site performance to ensure compliance with contractual requirements
• Scale system capabilities to support evolving customer needs, operational growth, and long-term success

Requirements:

• Bachelor's Degree in Computer Science, Engineering, CIS or a related technical field
• 5+ years' hands-on experience with 3PL, Warehouse, or logistics operations
• Knowledge of networking and network technology, such as routers, WIFI, switches, and firewalls
• Ability to communicate technical/complex information both verbally and in writing
• Strong ability to manage multiple priorities and respond effectively to urgent or high-pressure situations
• Knowledge of and interest in diverse technical topics, including software, hardware, and robotics
• Self-motivated and able to solve problems independently and in customer settings
• Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization