Senior Customer Program Manager

Walden Robotics, Inc.; Cambridge, Northern (MA, KY); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Salary and bonus

Equity

Company insurance

401(k) with company match

PTO

Daily lunch

Job summary

Walden Robotics seeks a Senior Customer Program Manager to own complex, multi-site customer programs from scoping to deployment. You will be the connective tissue between customers and internal teams, translating field insights into product requests and ensuring successful robot operations at customer sites.

You will communicate with executives and operators, set KPIs, mentor teammates, and travel up to 50% to client sites.

Qualifications

• 5+ years in hands-on technical or sales roles in robotics, automation, industrial systems, or related fields, including ownership of complex, cross-functional programs.
• Deep understanding of how software, hardware, sensors, and networks integrate in real-world environments.
• Background as Field Application Engineer, Solutions Engineer, Sales Engineer, or deployment specialist, ideally in robotics/IoT.
• Ability to explain technical constraints to executives and troubleshoot with operators on site.
• Demonstrated leadership and mentoring abilities.
• Willingness to travel up to 50% domestically.

Responsibilities

• Own complex programs end-to-end across enterprise customers.
• Develop customer-centric KPIs and report performance to internal and customer leadership.
• Serve as primary stakeholder liaison across sales and operations throughout the lifecycle.
• Advocate for customers with product and engineering to ensure roadmaps align with customer needs.
• Translate field insights into product requests and document edge cases and integration challenges.
• Act as first-line customer health owner and escalate issues as needed.
• Mentor teammates and raise quality standards as the CS function scales.
• Align deployment decisions with Walden Robotics' mission to bring general-purpose robots to real-world use.

Skills

5+ yrs robotics

Systems integration

Field experience

Communication skills

Leadership & mentorship

Travel 50%

Job description

You will be a senior technical spearhead who bridges our product's potential and customer reality. As a Senior Customer Program Manager, you will own complex, multi-site customer programs end-to-end—leading the customer relationship, deployment, and early adoption at customer sites, turning complex real-world environments into successful robot operations. As a senior member of an early-stage function, you will act as a subject matter expert across the organization, set the standards others follow, and help shape the foundations of our Customer Success team.

Core Responsibilities:

• Own complex programs end-to-end. Take full ownership of one or more enterprise customer relationships and their deployments, from initial scoping to production. You will drive cross-functional efforts across business, operational, and technical stakeholders to ensure deployments are a success.
• Develop customer-centric KPIs. You will be the primary communication channel and will be responsible for both scoping and regularly reporting out on performance to internal and customer leadership.
• Serve as primary stakeholder liaison. You will work as the connective tissue and voice of the customer to communicate with sales and operations across the full lifecycle: late-stage sales calls, discovery sessions, contract scoping, and execution.
• Act as a subject matter expert and communicate clearly across the org. Advocate for customers in discussions with product and engineering to ensure the roadmap is closely aligned to customer needs, and translate technical realities for audiences at every level, from the field to the executive team.
• Translate field insights into product requests , documenting edge cases, integration challenges, and feature requests.
• Act as first-line customer health owner , regularly interacting with customer stakeholders and escalating any issues.
• Mentor teammates and raise quality standards. Coach less-experienced team members, establish repeatable playbooks and best practices, and continually raise the bar for customer engagements as the Customer Success function scales.
• Align work to Walden Robotics' broader mission. Connect day-to-day deployment decisions to the company's mission of bringing general-purpose robots into the real world, prioritizing the efforts that most advance that vision.

Required Qualifications:

• 5+ years in hands-on technical or sales roles in robotics, automation, industrial systems, or related fields, including a track record of owning complex, cross-functional programs end-to-end.
• Systems integration expertise: Deep understanding of how software, hardware, sensors, and networks integrate in uncontrolled real-world environments.
• Previous field experience: Background as Field Application Engineer, Solutions Engineer, Sales Engineer, Technical Consultant, Customer Success, or deployment specialist, ideally in robotics, IoT, or industrial automation.
• Communication range & agility: Equally comfortable explaining technical constraints to an executive buyer and troubleshooting with a facilities operator on a loading dock. You thrive in the face of ambiguity and rapid iteration, and wearing multiple hats is second nature—you might design an operations workflow integration one day and present to a COO the next.
• Leadership & mentorship: Demonstrated ability to act as a subject matter expert, mentor teammates, and set quality standards for others.
• Travel: Up to 50% required—weekly to monthly domestic travel (Bay Area, Pacific Northwest, Southeast, Midwest). Must be available for multi-day site visits and deployment sprints.

Preferred Qualifications:

• Prior experience working in a startup environment.
• Experience deploying new technology initiatives in manufacturing, healthcare, pharma, or other complex facilities environments.
• Familiarity with robotic systems: computer vision & sensor integration, autonomy stacks, etc.
• Experience training non-technical operators on complex systems; comfortable producing documentation for training materials and remote support.

Walden Robotics offers a competitive total compensation program, including salary, annual cash bonus, company equity, company-subsidized insurance programs, 401(k) with company match, flexible PTO, daily lunch, and other benefits. The pay ranges noted on our posts are for salary only.

Walden Robotics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].

Walden Robotics participates in E-Verify. If you receive an offer of employment from Walden, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Walden Robotics.

At Walden Robotics, we envision a world where general-purpose robots dramatically improve the quality of life for all people—supporting us at home, at work, in factories, on farms, and beyond. To accomplish this, we are building a team of exceptional professionals who combine world-class technical skills with creative vision, grounded in humility and collaboration.