Customer Success Manager

About Berkshire Grey:

Berkshire Grey is a leader in robotic automation solutions that transform supply chain operations. Our mission is to help the world's largest retailers, eCommerce providers, parcel & logistics companies, and manufacturers achieve higher efficiency, speed, and resiliency by leveraging advanced robotics and AI-powered automation.

Our systems power automation in robotic sortation, item picking, and trailer unload - enabling customers to achieve measurable improvements in throughput, labor utilization, and overall operational performance.

Position Overview:

As a Customer Success Manager (CSM) at Berkshire Grey, you will own the success of one of our most complex, high-visibility enterprise customers. This role is designated for an experienced CSM who can operate credibly in deep technical, operationally critical environments and act as a trusted partner to both customer executives and internal engineering teams.

In this role, you will be responsible for day-to-day account health, operational maturity, and continuous improvement across long-lived, post-deployment robotic automation systems. Success in this role requires the ability to observe system behavior firsthand, identify signals, and translate insights into clear, prioritized actions.

This is an execution-focused role, with strong ownership of customer outcomes, system performance, and operational maturity, while working in close partnership with senior internal stakeholders on strategy, prioritization, and escalation support. The role operates at the intersection of automation technology, warehouse operations, and enterprise customer leadership, requiring sound judgment, technical curiosity and structured problem solving.

Travel: Up to 50% | Compensation: Competitive salary and performance bonus based on experience.

Responsibilities:

• Serve as a key point of accountability for customer satisfaction, retention, and long-term success post-deployment.
• Act as the day-to-day trusted partner for senior customer stakeholders across operations, engineering, and leadership.
• Help define success metrics and build joint success plans aligned with customer business and operational objectives.
• Conduct high-context on-site customer engagements, including observing system behavior, understanding operational workflows, and identifying early signals of performance risk, improvement opportunity, or misalignment.
• Proactively monitor robotic system performance, identify optimization opportunities, and drive continuous improvement initiatives.
• Partner cross-functionally with engineering, customer experience (CX), sustaining, and support teams to resolve complex technical issues using structured problem-solving and root-cause analysis.
• Collaborate with maintenance and field service teams to support customer enablement, best practices, and operational maturity.
• Provide clear, actionable feedback to internal teams to inform prioritization, roadmap discussions, and service improvements.
• Build and maintain strong relationships with both technical and executive stakeholders to support long-term trust, partnership, and expansion.
• Travel as required to support on-site assessments, optimization efforts, and strategic customer engagements.
• Help lead executive business reviews (EBRs) and performance reviews to communicate return on investments (ROI), key performance indicators (KPIs), and value realization.
• Help develop and refine customer documentation, best practice playbooks, and performance dashboards.
• Provide structured, actionable feedback to internal teams to influence roadmaps and service improvements.

Qualifications & Experience:

• Bachelor's degree in engineering, Computer Science, or related field, or equivalent practical experience.
• Go-to-market and scaling experience for innovative technologies and automation.
• Program scalability and product adoption across multi-site deployments.
• 5-10 years of experience in Customer Success, Technical Account Management, or Solutions Engineering within robotics, automation, or supply chain technology.
• Demonstrated success managing enterprise-level implementations and complex multi-site customer programs.
• Strong understanding of robotics, AI-driven automation, warehouse technologies, and system integrations.
• Excellent analytical and problem-solving skills; adept at interpreting system performance data and driving improvement actions.
• Exceptional written and verbal communication skills; able to distill technical details into clear business impact for executives.
• Familiarity with cloud infrastructure, data analytics tools, and API integrations.
• Proven ability to work in high-expectation, fast-paced environments.

What We Offer:

• Competitive compensation and comprehensive benefits package.
• A culture centered on innovation, collaboration, accountability, and growth.
• Opportunity to work on real, mission-critical automation systems at enterprise scale.
• The ability to make a visible, meaningful impact on customer operations and long-term success
• A role with autonomy, trust, and influence - not just process ownership.

This job is not eligible for visa sponsorship.

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