Head of Customer Success, Large Behavior Models at Toyota Research Institute

Cambridge, Massachusetts, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Robotics, Automotive Research, AIIndustries

Requirements

Previous experience as a strategic leader who has built a customer success function
7+ years of experience in CS, with at least 2 years in a leadership role, ideally in a high-ACV, deep-tech, or enterprise B2B company
Experience creating strategic plans, negotiating renewals, and eager to step in and support the team during tough customer interactions
Up to 50% travel required: weekly local travel (within driving distance), monthly domestic travel (Northeast, Bay Area, Pacific Northwest, Southeast), and quarterly international travel (Japan, Asia-Pacific region). Must be available for multi-day customer site visits and deployments
Bonus: Prior experience working in a startup environment and/or scaling a high-velocity team

Responsibilities

Develop the foundational Customer Success strategy: customer journey map, health scoring model, and engagement playbooks
Act as the primary business relationship owner for our most strategic accounts
Hire, lead, and mentor the Solutions Architect and Technical Support teams
Be the voice of the customer in executive meetings, advocating for their needs and translating their feedback into business impact
Own commercial outcomes, including renewals, expansion, and customer satisfaction metrics (NPS, CSAT)

Skills

Customer Success

Large Behavior Models

Robotics

Machine Learning

Drake

Robot Behaviors

Mobile Manipulation

Toyota Research Institute

Research in mobility, safety, and automation

About Toyota Research Institute

Toyota Research Institute focuses on improving mobility through research and development in the automotive and technology sectors. The company works on enhancing safety, automated driving, robotics, materials science, and machine learning. Their products include advanced safety features and automated driving systems that aim to make driving safer and more efficient. Unlike many competitors, TRI emphasizes a research-driven approach, collaborating with various partners and licensing their innovations to enhance Toyota's offerings and maintain a competitive edge. The goal of TRI is to advance mobility solutions that improve quality of life and support the transition to zero-emissions transportation.

Los Altos, CaliforniaHeadquarters

2016Year Founded

$100MTotal Funding

SEEDCompany Stage

Robotics & Automation, Automotive & Transportation, AI & Machine LearningIndustries

201-500Employees

Benefits

Highly competitive benefits package

Robust programs to support the wellbeing, happiness, and health of our people and their families.

401(k) plan including matching and annual profit sharing along with total vacation and holidays totaling 38 days per year.

Subsidized commuter benefits and generous employee and vehicle allowances

2 paid days per year to participate in volunteer activities.

Maternity Leave program with 10 paid weeks plus baby bonding leave and Milk Stork for traveling moms

Baby Bonding Leave–an additional 16 paid weeks–to all new parents, including those who choose to adopt.

Back-up child and adult / elder care programs to help everyone thrive

WellBeats Virtual Fitness Trainer.

Risks

Public skepticism may undermine AI-assisted driving safety initiatives.

Boston Dynamics' high costs could impact TRI's humanoid robot project returns.

Complexity of real-world environments may delay TRI's robot skill deployment.

Differentiation

TRI focuses on AI to enhance human life and mobility.

Partnerships with Boston Dynamics and Stanford showcase TRI's collaborative innovation.

TRI's Driving Sensei concept integrates AI to improve driver skills and engagement.

Upsides

Generative AI allows TRI's robots to learn complex tasks without new coding.

TRI's AI-driven material synthesis could revolutionize EV battery development.

Autonomous tandem drifting collaboration with Stanford pushes vehicle dynamics boundaries.

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