Customer Success Director

Path Robotics, Inc.; Columbus (OH); Sur place; USD 150 000 - 210 000; Plein temps

Avantages offerts par ce poste

Free lunch

Flexible PTO

Medical, dental, and vision

Parental leave (12–14 weeks)

401(k) retirement plan

Employee referral bonuses

Résumé du poste

Path Robotics, Inc. seeks a seasoned CSM Director to partner with customers and drive adoption, retention, and measurable value on the factory floor. You’ll lead a team, translate engineering notes for customers, and push roadmap prioritization based on real production impact.

You will run Executive Business Reviews, manage risks, and collaborate with Product and Engineering to ensure performance-driven outcomes. A strong background in manufacturing analytics is essential.

Qualifications

• 10+ years in customer success, account management, or operations leadership in industrial manufacturing or automation.
• 5+ years leading a team.

Responsabilités

• Lead the CSM team across cell types and set a standard playbook from signature to renewal: kick-off, design, build, FAT, deployment, safe launch, production.
• Own the CSM role at FAT: customer experience, reviewing FAT documents with the DPM, and the talk track for outstanding items.
• Run Executive Business Reviews with customers; keep accurate notes on performance, risks, and trends.
• Translate internal engineering communication into customer-safe language; manage day-to-day channels.
• Advise Product on roadmap priority by production impact and Voice of the Customer, not just technical severity.
• Define SLA bounds and the escalation playbook for quality issues, partnering with the internal teams for root cause analysis.
• Coordinate new part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering.
• Support renewals and upsells with validated performance data; marshal customer use cases for marketing.

Connaissances

Customer success leadership

Value-stream & lean manufacturing

Analytics & reporting

Executive stakeholder management

Description du poste

At Path Robotics, we’re building the future of embodied intelligence. Our AI-driven systems enable robots to adapt, learn, and perform in the real world closing the skilled labor gap and transforming industries. We go beyond traditional methods, combining perception, reasoning, and control to deliver field-ready AI that is risk-aware, reliable, and continuously improving through real-world use.

Big, hard problems are our everyday work, and our team of intelligent, humble, and driven people make the impossible possible together.

The CSM Director is the business partner for every Path customer and the voice of the customer inside Path, accountable for adoption, retention, and the performance data that proves the product is paying off on the floor. The role demands strong value-stream manufacturing skills, strong analytics, and strong organization and standard practice for the team.

What You’ll Do

• Lead the CSM team across cell types (UP, TC, Defense) and set a standard playbook from signature to renewal: kick-off, design, build, FAT, deployment, safe launch, production.
• Own the CSM role at FAT: customer experience, reviewing FAT documents with the DPM, and the talk track for outstanding items.
• Run Executive Business Reviews with customers; keep accurate notes on performance, risks, and trends.
• Translate internal engineering communication into customer-safe language; manage day-to-day channels
• Advise Product on roadmap priority by production impact and Voice of the Customer, not just technical severity.
• Define SLA bounds and the escalation playbook for quality issues, partnering with the internal teams for root cause analysis.
• Coordinate new part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering.
• Support renewals and upsells with validated performance data; marshal customer use cases for marketing.

Who You Are

• 10+ years in customer success, account management, or operations leadership in industrial manufacturing or automation, 5+ years leading a team.
• Value-stream and lean manufacturing fluency; can read a customer's production data and tell the story behind it.
• Strong analytics and reporting discipline; has built account health metrics and review cadences before.
• Executive presence with plant managers and VPs; comfortable owning difficult conversations about gaps and metrics.

Why You’ll Love Working Here

• Daily free lunch to keep you fueled and connected with the team
• Flexible PTO so you can take the time you need, when you need it
• Comprehensive medical, dental, and vision coverage
• 6 weeks fully paid parental leave, plus an additional 6–8 weeks for birthing parents (12–14 weeks total)
• 401(k) retirement plan through Empower
• Generous employee referral bonuses—help us grow our team!

Who We Are

At Path Robotics we love coming to work to solve interesting and tough challenges but also because our ideas are welcomed and valued. We encourage unique thinking and are dedicated to creating a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If you require a reasonable accommodation to participate in the application process or any part of the hiring process, please contact [e-mail] . We are committed to providing equal access and will work with qualified individuals to ensure a fair and accessible hiring experience. We will respond to your request within 48 hours.

Regulatory and Compliance Requirements
This position may support work performed under U.S. Government contracts and requires compliance with applicable federal regulations, including FAR and DFARS where applicable. The role may involve access to export-controlled information subject to ITAR and/or EAR. Candidates must be able to comply with U.S. export control regulations, which may include meeting the definition of a “U.S. Person” where required. This position may also involve handling Controlled Unclassified Information (CUI) and requires adherence to company and federal data protection and confidentiality standards. Employment may be contingent upon successful completion of a background check consistent with applicable requirements.

As set forth in Path 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.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.