Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise daily operations at customer sites, proactively resolving challenges to ensure a smooth and high-quality experience.

• Guarantee a successful customer deployment while promoting ongoing improvement and customer satisfaction.

• Act as the main point of contact for escalated technical issues, facilitating prompt resolution and clear communication with customers.

• Organize warehouse mapping, preventive maintenance, and system upgrades to enhance system performance and minimize interruptions.

• Manage the change request process, coordinating with customers and internal teams regarding impacts on scope, schedule, and budget.

• Gather and analyze essential performance metrics, including throughput, units per hour (UPH), and lines per hour, to monitor performance, spot trends, and support customer reporting.

• Perform post-project assessments to document lessons learned, recognize successes, and identify areas for improvement in future customer deployments.

• Track customer site performance to ensure adherence to contractual obligations.

• Expand system capabilities to accommodate changing customer needs, operational growth, and long-term success.

• Collaborate with customers and Locus Robotics teams to encourage adoption, address challenges, strengthen relationships, and provide an outstanding customer experience.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Engineering, CIS, or a related technical discipline.

• Over 5 years of hands-on experience in 3PL, warehouse, or logistics operations.

• Familiarity with networking and network technologies, such as routers, Wi-Fi, switches, and firewalls.

• Proficient in conveying technical and complex information both verbally and in writing.

• Strong capability to handle multiple priorities and respond efficiently to urgent or high-pressure situations.

• Knowledgeable and interested in a variety of technical subjects, including software, hardware, and robotics.

• Self-driven and capable of independently solving problems in customer environments.

• Exceptional written and verbal English communication skills, enabling effective engagement with internal and external stakeholders across all organizational levels.

• Willingness to travel up to 50% within the United States to customer sites.

🏝️ Benefits

• Bonus

• Equity

• Continuous learning opportunities

• Career growth opportunities