Customer Success Manager

Locus Robotics; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Locus Robotics is seeking a customer success professional to drive successful deployments at client sites across the United States. You will partner with customers and internal teams to deliver a seamless experience and maximize system value by aligning on requirements, timelines, and performance metrics.

The role emphasizes strong project management, training, and relationship-building skills, with travel up to 50% to customer sites.

Qualifications

• Bachelor's degree in a technical field required.
• 5+ years in 3PL, warehouse, or logistics operations.
• Strong understanding of networking concepts (routers, WiFi, switches, firewalls).
• Excellent written and verbal English communication skills.
• Ability to juggle multiple priorities and work under pressure.

Responsibilities

• Oversee daily customer site operations, ensuring a high-quality experience.
• Drive successful deployments and continuous improvement for customer satisfaction.
• Serve as primary contact for escalated technical issues and timely resolutions.
• Coordinate warehouse mapping, preventive maintenance, and system upgrades.
• Own change request process and align internal teams on scope, schedule, and budget.
• Analyze KPIs like throughput, UPH, and lines per hour to track performance.

Skills

Warehouse/logistics operations

Networking basics

Technical communication

Education

Bachelor's degree in Computer Science, Engineering, CIS or related technical field

Job description

At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change.

Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale.

Play a key role in helping our customers succeed with cutting-edge robotics technology. You’ll partner with customers and teams across Locus Robotics to drive adoption, solve challenges, strengthen relationships, and deliver an exceptional customer experience. This high-visibility role is ideal for someone who combines strong project management, training, leadership, and relationship-building skills with a passion for customer success.

This role requires up to 50% US travel to customer sites

Responsibilities

• Oversee daily customer site operations, proactively addressing challenges and ensuring a seamless, high-quality experience.
• Ensure a successful customer deployment while driving continuous improvement and customer satisfaction
• Serve as the primary point of contact for escalated technical issues, driving timely resolution and clear customer communication.
• Coordinate warehouse mapping, preventive maintenance, and system upgrades to maximize system performance and minimize disruption.
• Own the change request process, aligning customers and internal teams on impacts to scope, schedule, and budget
• Compile and analyze key performance metrics, including throughput, units per hour (UPH), and lines per hour, to track performance, identify trends, and support customer status reporting.
• Conduct post-project evaluations to capture lessons learned, celebrate successes, and identify opportunities to improve future customer deployments.
• Monitor customer site performance to ensure compliance with contractual requirements.
• Scale system capabilities to support evolving customer needs, operational growth, and long-term success.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, CIS or a related technical field.
• 5+ years' hands-on experience with 3PL, Warehouse, or logistics operations.
• Knowledge of networking and network technology, such as routers, WIFI, switches, and firewalls.
• Ability to communicate technical/complex information both verbally and in writing.
• Strong ability to manage multiple priorities and respond effectively to urgent or high-pressure situations.
• Knowledge of and interest in diverse technical topics, including software, hardware, and robotics.
• Self-motivated and able to solve problems independently and in customer settings.
• Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.

The expected base salary range for this role is $90,000 - $140,000 annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions

Additional Information

Locus Robotics is an equal opportunity employer.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.