Director of Customer Success — Industrial Automation

Path Robotics, Inc.; Columbus (OH); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Free lunch

Flexible PTO

Medical, dental, and vision

Parental leave (12–14 weeks)

401(k) retirement plan

Employee referral bonuses

Job summary

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.

Responsibilities

• 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.

Skills

Customer success leadership

Value-stream & lean manufacturing

Analytics & reporting

Executive stakeholder management

Job description

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.