Principal Program Manager, Customer Success

Socket.dev; Pittsburgh (Allegheny County); Hybrid; USD 170,000 - 221,000; Full time

Benefits offered by this job

401(k) plan with company match

Equity options

Medical, dental, vision insurance

Flexible PTO and holidays

Relocation assistance

Tuition reimbursement

Annual discretionary bonus

Job summary

Agility Robotics is seeking a Principal Program Manager to lead the most complex customer programs deploying Digit in warehouses, distribution centers, and manufacturing sites. You will coordinate internal workstreams, own outcomes, and drive end-to-end deployment from kickoff through production support.

Based in the United States with hybrid travel up to 30%, you will translate technical challenges into clear communications, manage risks, and establish KPIs that reflect real customer outcomes.

Qualifications

• 10+ years in program management, including complex hardware+software deployments at customer sites.
• Ability to translate technical complexity into clear, data-driven customer communications.
• Experience holding cross-functional teams accountable without direct authority.

Responsibilities

• Own the most complex Customer Acceleration Program end-to-end from kickoff to sustained operations.
• Drive cross-functional execution, removing blockers and escalating with data.
• Set high standards for customer-facing prep: open commitments, risks, and developments.
• Maintain customer relationship at the program level with transparency and trust.
• Define and track delivery KPIs reflecting actual outcomes (throughput, uptime, gates).
• Escalate systemic issues impacting multiple programs and drive resolution.

Skills

Program management

Robotics domain

Cross-functional leadership

Data-driven communication

Travel readiness

Tools

Jira

Smartsheet

Confluence

Job description

Agility’s commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers—tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we’re pioneering a new era of automation that enhances human potential.

About the Role

Agility Robotics deploys Digit — a humanoid robot — into customer warehouses, distribution centers, and manufacturing environments. The Customer Success function owns these deployments end-to-end: from initial customer engagement through deployment, acceptance, and sustained production-scale operations. Support of the customer is the focus of our team and all the internal teams — engineering, quality, operations, release management — must be aligned and coordinated to ensure success of the Digit deployment in the customer operations for Agility to scale and grow.

Principal Program Management role will coordinate internal workstreams and own the customer outcome across every function that touches it. This person will lead the most complex, highest-stakes customer programs and demonstrate the level of customer-centric focus and accountability that the rest of the team can learn from and follow. Your approach to preparation, execution, and customer communications will be the benchmark for how the Program Management function operates.

About the Work

• Own the most complex Customer Acceleration Program (CAP) engagements end-to-end — from customer kickoff and solution design through implementation, site deployment, acceptance testing, and sustained operations. Ensuring success of the CAP engagement is your responsibility.
• Drive cross-functional execution with a bias toward action: identify blockers and actively engage the organization to remove them, make decisions, escalation with data, and hold engineering, quality, operations and commercial partners accountable to their commitments to the customer.
• Set the standard for customer-facing preparation — ensure that your CAP team knows every open commitment, every risk, and every recent development on your program.
• Own the customer relationship at the program level — building and maintaining trust through transparency, follow-through, and data, not ungrounded optimism and vague responses.
• Ensure timely and successful execution of the full program lifecycle: scope alignment with the customer, milestone definition, resource coordination across engineering and operations, risk management, and proactive customer communication, pulling the team toward customer timelines and not the other way around.
• Define and track delivery KPIs that reflect actual customer outcomes — throughput, uptime achieved, acceptance gates passed — in addition to internal quality metrics.
• Identify and **escalate** systemic issues that affect multiple customer programs — fleet reliability, release readiness, robot skills gaps — and help to drive them to resolution.
• Establish program management practices and capabilities through demonstration — your templates, your rigor, your preparation become the standard others will learn from.

About You

• 10+ years in program management, with at least 5 years managing complex hardware + software programs including deployment at customer sites – programs where you have owned and driven the customer outcome, not just coordinated the internal plan.
• Direct experience in robotics, automation, warehouse/logistics technology, or similarly complex electromechanical systems deployed in real production environments.
• A track record of success demonstrated through programs you delivered, not processes you coordinated from a distance - programs you led through challenges to success where customers think of you as the company.
• Fluency with the full customer opportunity lifecycle: solution design, feature development, site readiness, commissioning, acceptance testing, field support coordination, and sustained production operations.
• Ability to synthesize technical complexity into clear, honest, data-driven customer communications — escalating bad news and risk early rather than managing optics.
• Experience holding cross-functional teams accountable without direct authority - programs where the team delivered and you earned credibility through preparation and follow-through, not title.
• Strong command of program tooling (Jira, Smartsheet, Confluence, or equivalents) as instruments of execution, not just a process.
• Ability and willingness to travel to customer sites up to 30% of the time — this role lives where the robots meet the customer.

Bonus Points

• Experience in early-stage or scaling companies where process infrastructure didn't exist and you helped to build it while delivering for customers.
• Background in humanoid robotics, mobile robotics, or complex multi-system integration in warehouse or manufacturing environments.
• History of coaching or developing program managers — formally or by example.
• Comfort operating in ambiguity: incomplete data, evolving requirements, concurrent crises across multiple customer programs.

Location

• This a hybrid position based out of our Salem, OR or Pittsburgh, PA office with up to 30% travel to customer sites | Reports to: VP, Customer Success

The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to: job-related knowledge, skills, and experience. Agility Robotics is a multi-state employer and this salary range may not reflect positions who work in other locations. These ranges may be modified in the future.

Anticipated Salary Range

$170,000—$221,000 USD

In addition to base pay, our competitive total rewards package consists of the following for full-time employees:

• 401(k) Plan:Includes a 6% company match.
• Equity:Company stock options.
• Insurance Coverage:100% company-paid medical, dental, vision, and short/long-term disability insurance for employees.
• Benefit Start Date:Eligible for benefits on your first day of employment.
• Well-Being Support:Employee Assistance Program (EAP).
• Time Off:
• Exempt Employees:Flexible, unlimited PTO and 12 company holidays, including a winter shutdown.
• Non-Exempt Employees:10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually.
• On-Site Perks:Catered lunches four times a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations.
• Parental Leave:Generous paid parental leave programs.
• Work Environment:A culture that supports flexible work arrangements.
• Growth Opportunities:Professional development and tuition reimbursement programs.
• Relocation Assistance:Provided for eligible roles.
• Annual Discretionary Bonus: Provided for eligible roles.

All of our roles are U.S.-based. Applicants must have current authorization to work in the United States.

Agility Robotics is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices, including harassment. Therefore, it is the policy of Agility Robotics to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Agility Robotics prohibits any such discrimination or harassment.