Client Success Manager

Diligent Robotics; Chicago (IL); On-site; USD 90,000 - 140,000; Full time

Job summary

Diligent Robotics is seeking a Client Success Manager to own the health, performance, and growth of hospital partners running Moxi robot fleets. You will manage executive relationships, drive quarterly business reviews, and translate data into a compelling value narrative across multiple sites.

In this field-based role (75% travel), you will coordinate with operations, engineering, product, and growth teams to lift site performance, expand adoption, and guide customers through product value

Qualifications

• Comfort in a fast-paced, ambiguous environment.
• Data fluency with dashboards and spreadsheets.
• Executive presence with hospital executives and data storytelling.
• Project management discipline and structured execution.
• Ownership of territory performance and outcomes.
• Creative problem-solving under real constraints.

Responsibilities

• Own executive relationships and the value narrative with hospital partners.
• Lead leadership check-ins and quarterly business reviews with clear decisions and owners.
• Translate utilization data into a compelling value story and drive improvements.
• Monitor site performance, diagnose issues, and lead end-to-end interventions.
• Coordinate across operations, support, engineering, product, and growth to unblock sites.
• Grow adoption, identify new use cases, and expand fleet opportunities.
• Contribute to the client success playbook and mentor teammates.

Skills

Executive presence

Data fluency

Project management

Ownership

Creative problem solving

Tools

BI tools

Job description

What we’re doing isn’t easy, but nothing worth doing ever is.

We envision a future powered by robots that work seamlessly with human teams. We build artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments. Join our mission-driven, venture-backed team as we build out current and future generations of humanoid robots.

Field-based - ~75% travel - Preference for candidates near a major airport

About the Role

The Client Success Manager owns the health, performance, and growth of a hospital or territory of hospital partners running Moxi robot fleets. You are both the executive relationship owner and the operator behind the numbers: you run leadership check-ins and quarterly business reviews, translate utilization data into a clear story about value delivered, and drive the projects that resolve issues and lift site performance.

Priorities shift, sites behave differently, and the playbook is still being written. The CSMs who thrive here make good decisions with incomplete information and move fast without losing rigor.

What You'll Be Doing

Own executive relationships and the value narrative

• Serve as the trusted executive contact for each hospital - C-suite sponsors, nursing leadership, and operational stakeholders.
• Lead recurring leadership check-ins and quarterly business reviews: set the agenda, build the deck, present performance against goals, and close with documented decisions, owners, and next steps.
• Communicate Moxi's value in each stakeholder's terms - clinical hours returned, delivery volume, staff satisfaction, cost avoidance - continuously, not just at renewal.
• Monitor utilization, adoption, and reliability data across your territory; know each site's baseline, trends, and outliers.
• Diagnose why a site underperforms, run the intervention, and measure whether it worked.
• Set and track site-level performance targets with partners, and report on progress honestly in every leadership conversation.
• Surface cross-account patterns that should shape product priorities and playbooks.

Project manage to drive down issues and lift performance

• Run a prioritized book of work per account - open issues, improvement projects, use case activations - with clear owners, dates, and status visible internally and to the client.
• Drive issue resolution end to end: intake, triage, escalation, resolution, and closing the loop.
• Coordinate operations, support, engineering, product, and growth to unblock sites, without direct authority over any of them.

Grow adoption and expand the footprint

• Partner with clinical teams on staff training, workflow fit, and creative solutions that deliver measurable outcomes.
• Discover, prioritize, and activate new use cases; maintain use case libraries and account action plans, aligned to new product releases.
• Work with operations and growth to identify fleet expansion opportunities and supply the performance evidence that makes the case.

Operate as a Diligent teammate

• Manage client success operations across multiple hospitals in your territory, contribute to colleagues' development and the client success playbook, and drive outcomes that ladder up to company OKRs.

What You’ll Need

• Comfort in a fast-paced, ambiguous environment - you adapt when priorities change, operate without a finished playbook, and stay organized when several sites need you at once.
• Data fluency - you work confidently in dashboards and spreadsheets, and know the difference between reporting a number and explaining what it means.
• Executive presence - you can hold a room with hospital executives, tell a crisp story with data, and handle hard conversations directly.
• Project management discipline - you scope, sequence, track, elevate, and follow through. Details don't get lost on your watch.
• Ownership - you treat your territory's performance as your own result.
• Creative problem-solving and conflict resolution - you find workable solutions inside real constraints, and handle escalations with sensitivity.

Preferred Qualifications

• Client-facing account management, customer success, or consulting experience
• Track record of owning customer performance metrics and improving them
• Experience running executive business reviews and leadership check-ins
• Comfort with dashboards, spreadsheets, or BI tools for analysis and reporting
• Hospital or healthcare operations experience is a strong plus
• Experience with a hardware, robotics, or deployed-technology product is a plus

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Diligent Robotics’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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