Customer Success Account Manager

Ambirobotics; Berkeley (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with 5% matching by Ambi

Equity ownership

Unlimited PTO

Partial WFH

Free parking on site at HQ

Access to a full gym at HQ

Free lunches 2x per week

Job summary

Ambi Robotics is rebuilding its Customer Success function and seeks an experienced Customer Success Account Manager to own the post-sale journey for a portfolio of enterprise accounts and ensure customers unlock maximum value from robotic deployments. You’ll own our most important customer relationships today while shaping how the function operates as the team grows.

Reporting to the COO, you will collaborate with Operations, Sales, Engineering, and Product, managing 3–5 years of experience in

Qualifications

• 3–5 years in Customer Success or a comparable client-facing role at a SaaS, hardware‑software, or industrial‑technology company.
• Background in enterprise or Fortune 500 accounts within complex, multi‑stakeholder environments.
• Ability to read and communicate operational data (throughput, uptime, cycle times, error rates).
• Comfort operating amid ambiguity at an early‑stage company.
• Exceptional written and verbal communication across diverse environments.
• Proficiency with project/service‑management tooling (Asana, Jira Service Management, or similar).
• Willingness to travel to customer sites approximately 30% of the time.
• Comfort leading both in‑person and web‑based customer training and enablement.
• Bonus: Experience as an early or founding Customer Success hire.
• Bonus: Exposure to robotics, IoT, or hardware‑dependent SaaS products.

Responsibilities

• Own a portfolio of enterprise accounts from implementation handoff through adoption, renewal, and expansion.
• Define, track, and report customer health scores, KPIs, and ROI milestones tied to robotic deployment performance.
• Collaborate with the Sales team and run structured Business Reviews (QBRs and EBRs) with customer stakeholders at both the operational and executive level.
• Guide customers through structured onboarding, site readiness, and go‑live milestones in partnership with our deployment and engineering teams.
• Drive user‑adoption programs across warehouse operators and managers.
• Serve as the owner for post‑sale activity across your accounts — the primary point of contact for every request, escalation, and initiative.
• Spend meaningful time on‑site at customer distribution and fulfillment centers, developing deep familiarity with their operations.
• Act as an embedded partner during critical go‑lives, peak‑season ramps, and post‑incident recovery windows.
• Be the voice of the customer internally — channeling feedback to Product, Engineering, and Operations — and partner with Sales on renewals, expansion, and upsell.
• Coordinate with Field Engineering to resolve hardware, firmware, and integration escalations, owning communication throughout.
• Re‑establish and scale the function: refresh and rebuild the playbooks, onboarding templates, health‑score methodology, and tooling that future Customer Success hires will inherit and scale.

Skills

Account management

Stakeholder management

Communication

Data interpretation

Project management

Travel readiness

Tools

Asana

Jira Service Management

Job description

We are a well-funded Series A startup on a mission to make e-commerce logistics more human-friendly and efficient with AI-powered robotics.

Ambi Robotics builds and operates production AI-powered robotic systems that run 24/7 in customer environments across the USA.

We are rebuilding our Customer Success function and seeking an experienced Customer Success Account Manager to own the post-sale journey for a portfolio of enterprise accounts and ensure our customers unlock maximum value from their robotic deployments. You’ll own our most important customer relationships today while shaping how the function operates as the team grows.

Role Overview

The Customer Success Account Manager will report to the COO and work closely with our Operations, Sales, Engineering, and Product teams. The ideal candidate has 3–5 years of experience in Customer Success, Technical Account Management, or a comparable client-facing role, a track record managing enterprise or Fortune 500 accounts, and genuine enthusiasm for rebuilding and scaling a Customer Success function.

Responsibilities

• Own a portfolio of enterprise accounts from implementation handoff through adoption, renewal, and expansion
• Define, track, and report customer health scores, KPIs, and ROI milestones tied to robotic deployment performance
• Collaborate with the Sales team and run structured Business Reviews (QBRs and EBRs) with customer stakeholders at both the operational and executive level
• Guide customers through structured onboarding, site readiness, and go‑live milestones in partnership with our deployment and engineering teams
• Drive user‑adoption programs across warehouse operators and managers
• Serve as the owner for post‑sale activity across your accounts — the primary point of contact for every request, escalation, and initiative
• Spend meaningful time on‑site at customer distribution and fulfillment centers, developing deep familiarity with their operations, shift structures, and facility layouts
• Act as an embedded partner during critical go‑lives, peak‑season ramps, and post‑incident recovery windows
• Be the voice of the customer internally — channeling feedback to Product, Engineering, and Operations — and partner with Sales on renewals, expansion, and upsell
• Coordinate with Field Engineering to resolve hardware, firmware, and integration escalations, owning communication throughout
• Re‑establish and scale the function: refresh and rebuild the playbooks, onboarding templates, health‑score methodology, and tooling that future Customer Success hires will inherit and scale

Qualifications

• 3–5 years in Customer Success, Technical Account Management, or a comparable client-facing role at a SaaS, hardware‑software, or industrial‑technology company
• Background in supply chain, logistics, warehouse automation, or industrial robotics
• A track record managing enterprise or Fortune 500 accounts in complex, multi‑stakeholder environments
• Ability to read and communicate operational data (throughput, uptime, cycle times, error rates) with confidence
• Comfort operating amid ambiguity at an early‑stage company
• Exceptional written and verbal communication in diverse environments (from the warehouse floor to executive presentations)
• Proficiency with project/service‑management tooling (Asana, Jira Service Management, or similar)
• Willingness to travel to customer sites approximately 30% of the time
• Comfort leading both in‑person and web-based customer training and enablement
• (BONUS) Experience as an early or founding Customer Success hire
• (BONUS) Exposure to robotics, IoT, or hardware‑dependent SaaS products

Benefits

• Health, dental, and vision insurance
• 401(k) with 5% matching by Ambi
• Equity ownership
• Unlimited PTO
• Partial WFH
• Free parking on site at HQ
• Access to a full gym at HQ
• Free lunches 2x per week

Equal Opportunity & Disclaimers

Ambi Robotics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage and embrace applicants of all backgrounds to apply!

Disclaimers

Ambi Robotics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.