Senior Staff Customer Success Manager - Key Accounts

Boston Dynamics; Waltham (MA); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Annual Bonus

Job summary

Boston Dynamics is seeking a Senior Staff Customer Success Manager to lead ongoing relationships with high-value accounts from our Waltham location. You will drive post-sale adoption, retention and expansion by coordinating cross-functional teams and defining strategic success plans for complex robotic deployments.

You will conduct executive-level engagements, map business goals to product roadmaps, and mentor teams to deliver measurable outcomes.

Qualifications

• 8+ years in customer relationship management, client success, or strategic accounts.
• 3-5 years in a customer-facing role within technology/robotics or related industry.
• Experience in managing complex accounts and leading client-facing initiatives.
• Experience in cross-functional project work and continuous service improvements.
• Willingness to travel up to 50% domestically and internationally.

Responsibilities

• Serve as the ongoing relationship lead for high-value or complex client accounts, maintaining post-sale engagement.
• Lead regular client meetings, QBRs and issue-resolution discussions with minimal oversight.
• Conduct frequent onsite visits with customers to understand their robotics applications.
• Build relationships with customer stakeholders, acting as a trusted advisor in their robotics journey.
• Collaborate with Sales to identify upsell opportunities and support strategic account planning.
• Build cross-functional partnerships to support product feedback loops and service improvements.

Skills

Customer success management

Key account management

Stakeholder management

Strategic account planning

Data-driven decisions

Executive communication

Cross-functional collaboration

Travel readiness

Tools

Salesforce

CRM tools

Analytics/Reporting tools

Job description

Senior Staff Customer Success Manager - Key Accounts### Senior Staff Customer Success Manager - Key AccountsApply: Waltham Office (POST): Full time: Posted Today: R3320We are seeking a highly motivated, self-starting, and customer-focused Customer Success Manager to join our growing team. This role is crucial to ensuring our clients achieve the impact and value they desire from our robotic solutions. You will be trusted to advocate for Boston Dynamics to the customer and, equally, to be the customer's advocate internally. You will thrive working in ambiguity, driving success with minimal oversight. As a strategic partner to our customers, you will play a key role in helping them adopt cutting-edge technology and realize its full potential. **Key Responsibilities*** Serve as the ongoing relationship lead for high-value or complex client accounts, maintaining ongoing post-sale engagement to ensure satisfaction, retention, and expansion and retention.* Lead regular client meetings, Quarterly Business Reviews and issue-resolution discussions with minimal oversight.* Conduct frequent onsite visits with customers to build relationships and better understand their robotics applications.* Build and maintain strong relationships with customer stakeholders; serve as a trusted advisor in their robotics journey* Collaborate with Sales to identify upsell opportunities and support strategic account planning, ensuring high customer retention and expansion.* Build strong cross-functional partnerships to support product feedback loops, service innovation, and continuous improvement, serving as a champion for customer needs within the company. Responsible for skillfully managing relationships with both internal teams and external customer stakeholders, ensuring effective communication and alignment to achieve customer goals* Analyze client performance data and service trends to identify improvement areas and advocate for process and product improvements, leveraging data to understand customer needs and drive positive outcomes.* Contribute to the design and rollout of the broader Customer Success organization,, including processes, tools, and customer playbooks* Serve as an escalation point for client issues and partner with internal teams to develop resolution strategies, acting as a critical bridge between customers and internal teams. This involves aligning internal teams to resolve complex customer challenges.* Understand a customer’s high-level business goals, map them to our internal priorities and development roadmap, and then rally internal teams around delivering value, features, or other improvements for the customer. **Knowledge, Skills & Abilities*** Deep expertise in Customer Success Management and service delivery best practices, with proven ability to manage customer relationships and drive customer satisfaction with complex, highly technical products* Strong analytical skills with the ability to interpret client data and propose actionable recommendations. Analytical capabilities with a knack for leveraging data to understand customer needs and drive positive outcomes.* Proven ability to influence internal stakeholders and lead through complex client issues. Exceptional skills in stakeholder management (internal and external) and a proven ability to synthesize complex concepts and challenges.* Skilled in managing multiple priorities and dynamic customer environments independently.* Advanced communication and presentation skills, including executive-level interactions. Strong communication and interpersonal skills, with the ability to engage and influence both internal teams and external partners.* Proficiency with CRM tools and client success platforms; familiarity with analytics/reporting tools is a plus.* Experience mentoring peers or junior staff in a professional setting.* Ability to create long-term growth plans with customers and successfully execute against those goals **Typical Qualifications*** 8+ years of experience in customer relationship management, client success, or strategic account support. Minimum of 3-5 years of experience in a customer-facing role within the technology, robotics, or related industry. Prior experience in advanced manufacturing a plus.* Track record of managing complex accounts and leading client-facing initiatives.* Experience in cross-functional project work and continuous service improvement efforts.* Previous experience in coaching or mentoring capacity preferred.* Ability to travel as needed (up to 50% domestically and internationally). *We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.* The base pay range for this position is between $140,000.00 to $170,000.00 annually. Base pay will depend on multiple individualized factors, including, but not limited to, internal equity, job-related knowledge, skills, and experience. This range represents a good-faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off, and an annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment. #LI-CG1### About UsWe are growing rapidly, building a commercial company that delivers cutting edge technology and solutions to our customers from industrial applications to logistics and warehouse solutions.