Customer Success Manager

As a Customer Success Manager at Berkshire Grey, you will be a strategic advisor and primary advocate for our enterprise customers, ensuring that Berkshire Grey's robotic and AI-powered automation systems deliver measurable operational and business outcomes.

Requirements

• Serve as a key point of accountability for customer satisfaction, retention, and success post-deployment.
• Help define success metrics and build joint success plans aligned with customer business objectives.
• Proactively monitor robotic system performance, identify optimization opportunities, and drive continuous improvement initiatives.
• Help lead executive business reviews (EBRs) and performance reviews to communicate return on investments (ROI), key performance indicators (KPIs), and value realization.
• Partner cross-functionally with engineering, customer experience (CX), and support to resolve complex technical issues and surface customer insights.
• Collaborate with maintenance and field service teams to develop and deliver customer training on system operations and maintenance best practices.
• 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.
• Build strong relationships with both technical and executive stakeholders to drive long-term customer loyalty and expansion.
• Travel as required to support deployments, optimization assessments, and on-site customer engagements.

Benefits

• Competitive compensation and comprehensive benefits package.
• A culture centered on innovation, collaboration, and growth.
• Opportunity to play a key role in shaping the future of logistics and intelligent automation.