The Customer Success Manager will build strong relationships with clients, support robot deployment, troubleshoot issues, and drive customer growth by collaborating with cross-functional teams.
The Company
Tutor Intelligence is building the technology and processes to let robots go where they’ve never gone before: the average American factory and warehouse. We understand that general-purpose and generally intelligent robots are going to be built in our lifetimes, and we’re not content to sit on the sidelines.
Founded by MIT alumni and backed with over $40M in funding by leading investors in AI and robotics, Tutor combines human and artificial intelligence to build something greater than the sum of its parts — a Tutor Intelligence. As an AI software company that deploys its inventions directly into the facilities that need them, every line of code, process change, and decision at Tutor has a direct impact on the physical economy.
The Role
We’re looking for a driven Customer Success Manager to partner closely with operations leaders at our client facilities and ensure the success of our robot fleet. In this role, you’ll serve as the primary partner for customers deploying Tutor robots, meeting regularly with their teams, helping them get the most value from the system, and building trusted relationships across the organization.
You’ll work closely with our support, maintenance, and engineering teams to surface and resolve operational or technical challenges, while identifying opportunities to expand deployments alongside our Account Executives. This role sits at the intersection of robotics, operations, and customer partnership.
The ideal candidate thrives in customer-facing environments and is excited to help customers succeed with cutting-edge robotics. You’re naturally curious, energized by people, and enjoy building strong relationships with operational teams. While you don’t need to be an engineer, you’re comfortable digging into technical systems, asking thoughtful questions, and acting as a trusted technical partner who helps customers solve real-world operational challenges.
Responsibilities
- Build strong relationships with Tutor customers, from front-line operators to operations leaders, to support successful robot adoption and day-to-day performance on the facility floor.
- Serve as a technical partner to customers, helping them understand the system, troubleshoot operational or technical challenges, and maximize the value of their robot fleet.
- Own the health and performance of assigned robot fleets, tracking key metrics such as utilization, reliability, and customer satisfaction to proactively identify risks and opportunities for improvement.
- Partner cross-functionally with engineering, maintenance, and support teams to resolve issues, improve system performance, and ensure smooth customer operations.
- Drive long-term customer success and growth by collaborating with Go-To-Market teams on expansion opportunities and translating real-world operational feedback into product insights.
Requirements
- 1–3 years of experience in Customer Success, Technical Support, Solutions Engineering, Operations, or another customer-facing role in a B2B environment.
- Strong technical curiosity and systems thinking: you don’t need to be an engineer, but you enjoy understanding how complex systems work.
- Comfortable working with both software and physical systems in real-world operational environments.
- Outgoing and relationship-driven, with the ability to build trust and communicate effectively with customers.
- Comfortable working cross-functionally with engineering, operations, and support teams to solve problems.
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
- A curious, proactive mindset. You enjoy digging into problems, asking questions, and continuously learning.
- Willingness to spend time on-site with customers to understand operational environments and support successful robot deployments.
Nice to haves (zero or more)
- Experience supporting technical products or operational technology such as robotics, automation, hardware, logistics technology, or IoT systems.
- Exposure to warehouse, manufacturing, or industrial operations environments.
- Experience working closely with engineering or product teams to surface and resolve technical issues.
- Interest in robotics, automation, or the future of physical AI.
Why This Role Is Unique
- Work at the intersection of cutting-edge robotics research and real-world industrial operations, helping bring advanced AI systems into factories and warehouses.
- Partner directly with customers deploying robots in production environments and help shape how robotics integrates into real-world workflows.
- Join Tutor during a period of rapid growth and expanding deployments, where Customer Success plays a key role in scaling the robot fleet.
- Help build and shape the Customer Success playbook for robotics deployments, working closely with engineering, product, and operations teams.
Top Skills
Automation
Iot
Robotics
Tutor Intelligence Watertown, Massachusetts, USA Office
80 Coolidge Hill Rd, Watertown, Massachusetts , United States, 02472
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