Customer Success Manager at Boston Dynamics

Waltham, Minnesota, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Robotics, TechnologyIndustries

Requirements

Minimum 6 years of experience in customer relationship management, client success, or strategic account support
Minimum of 3-5 years of experience in a customer-facing role within the technology, robotics, or related industry
Track record of managing complex accounts and leading client-facing initiatives
Experience in cross-functional project work and continuous service improvement efforts
Previous experience in coaching or mentoring capacity preferred
Ability to travel as needed (up to 50% domestically and internationally)
Deep expertise in Customer Success Management and service delivery best practices, with proven ability to manage customer relationships and drive customer satisfaction with complex, highly technical products
Strong analytical skills with the ability to interpret client data and propose actionable recommendations
Proven ability to influence internal stakeholders and lead through complex client issues, with exceptional stakeholder management skills
Skilled in managing multiple priorities and dynamic customer environments independently
Advanced communication and presentation skills, including executive-level interactions
Proficiency with CRM tools and client success platforms; familiarity with analytics/reporting tools is a plus
Experience mentoring peers or junior staff in a professional setting

Responsibilities

Serve as the ongoing relationship lead for high-value or complex client accounts, maintaining ongoing post-sale engagement to ensure satisfaction and retention
Lead regular client meetings, Quarterly Business Reviews, and issue-resolution discussions with minimal oversight
Conduct onsite visits with customers to build relationships and better understand their robotics applications
Build and maintain strong relationships with customer stakeholders; serve as a trusted advisor in their robotics journey
Collaborate with Sales to identify upsell opportunities and support strategic account planning, ensuring high customer retention and expansion
Build strong cross-functional partnerships to support product feedback loops, service innovation, and continuous improvement, serving as a champion for customer needs within the company
Responsible for skillfully managing relationships with both internal teams and external customer stakeholders, ensuring effective communication and alignment to achieve customer goals
Analyze client performance data and service trends to identify improvement areas and advocate for process and product improvements, leveraging data to understand customer needs and drive positive outcomes
Contribute to the design and rollout of the broader Customer Success organization including processes, tools, and customer playbooks
Serve as an escalation point for client issues and partner with internal teams to develop resolution strategies, acting as a critical bridge between customers and internal teams, aligning internal teams to resolve complex customer challenges

Skills

Account Management

Stakeholder Management

Quarterly Business Reviews

Customer Retention

Upsell Strategies

Data Analysis

Cross-Functional Collaboration

Onsite Visits

Product Feedback

Process Improvement

Boston Dynamics

Develops advanced robots for industrial applications

About Boston Dynamics

Boston Dynamics creates advanced robots that enhance human capabilities and safety, focusing on legged robots with high mobility, dexterity, and intelligence. Their flagship products, Spot and Pick, are designed for commercial, industrial, and research applications, performing tasks that are dangerous or physically demanding for humans. Spot, for example, is a 65-pound robot that can navigate complex terrains and avoid obstacles autonomously using built-in AI. Unlike many competitors, Boston Dynamics emphasizes responsible use of their robots, limiting sales to commercial and research clients and ensuring high-quality standards through domestic manufacturing. The company's goal is to improve safety and efficiency across various industries while exploring future consumer applications.

Waltham, MassachusettsHeadquarters

1992Year Founded

$38.8MTotal Funding

ACQUISITIONCompany Stage

Robotics & Automation, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Competition from affordable Chinese robotics could pressure market share and pricing.

Layoffs indicate potential financial or strategic challenges impacting future innovation.

Collaboration with multiple stakeholders may lead to strategic misalignments.

Differentiation

Boston Dynamics excels in creating robots with advanced mobility and dexterity.

Their robots are designed for unstructured environments, enhancing workplace safety and efficiency.

Spot and Atlas are pioneering robots in digital transformation and mobile manipulation.

Upsides

Collaboration with Toyota and Hyundai boosts AI-powered humanoid robot development.

Patent resolution with Ghost Robotics opens collaboration on robotics policy and technology.

AI advancements in Atlas position Boston Dynamics as a humanoid robot market leader.

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