Customer Success Lead - Robotics and Strategic Accounts

Boston Dynamics, Inc.; Waltham (MA); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Paid time off

Annual bonus

Job summary

Boston Dynamics, Inc. is seeking a Customer Success Manager to own and expand relationships with high-value clients who rely on our robotic solutions.

You will advocate for customers internally while representing Boston Dynamics to them, driving adoption and measurable value with minimal supervision. In this role you will lead post-sale engagements, conduct reviews and on-site visits, collaborate with sales on upsell opportunities, and partner with product and engineering to translate feedback

Qualifications

• 5+ years in customer relationship management or client success.
• Experience in technology/robotics or related industry preferred.
• Proven ability to influence internal stakeholders and lead complex client issues.
• Ability to travel up to 50% domestically and internationally.

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.
• This involves aligning internal teams to resolve complex customer challenges.

Skills

Customer Success

Relationship Management

Stakeholder Management

Communication Skills

CRM Tools

Tools

CRM tools

Job description

Boston Dynamics, Inc. is seeking a Customer Success Manager to own and expand relationships with high-value clients who rely on our robotic solutions.

You will advocate for customers internally while representing Boston Dynamics to them, driving adoption and measurable value with minimal supervision. In this role you will lead post-sale engagements, conduct reviews and on-site visits, collaborate with sales on upsell opportunities, and partner with product and engineering to translate feedback