Senior Customer Success Leader - Industrial Automation

Path Robotics; North Carolina; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Free lunch

Flexible PTO

Medical/dental/vision

Parental leave (6 weeks)

401(k) Empower

Referral bonuses

Job summary

Path Robotics in North Carolina is seeking a seasoned CSM Director to partner with customers, drive adoption, retention, and measurable on-the-floor value. You’ll translate performance data into strategic actions and lead a cross-functional team to ensure field-ready, risk-aware outcomes.

The role demands 10+ years in customer success or operations leadership in industrial manufacturing, with 5+ years leading a team, strong lean analytics, and executive presence with plant managers and VPs.

Qualifications

• 10+ years in customer success, account management, or operations leadership in industrial manufacturing or automation.
• 5+ years leading a team.
• Value-stream/lean manufacturing fluency; able to read production data and tell the story.
• Strong analytics and reporting discipline with account health metrics and review cadences.

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

Lean manufacturing fluency

Data analytics & reporting

Executive communication

Voice of the customer

Job description

Path Robotics in North Carolina is seeking a seasoned CSM Director to partner with customers, drive adoption, retention, and measurable on-the-floor value. You’ll translate performance data into strategic actions and lead a cross-functional team to ensure field-ready, risk-aware outcomes.

The role demands 10+ years in customer success or operations leadership in industrial manufacturing, with 5+ years leading a team, strong lean analytics, and executive presence with plant managers and VPs.