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 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.

In this role, you will drive adoption, performance optimization, and scalable deployments across large parcel-handling networks. You will work cross-functionally to bring new products to market — translating early customer feedback into product enhancements, deployment playbooks, and success frameworks that support expansion across customer sites.

This is a high-impact position ideal for someone who thrives at the intersection of technology, operations, and customer engagement and who has deep experience in parcel, logistics, or warehouse automation.

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 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.

Qualifications & Experience:

• Bachelor’s degree in engineering, Computer Science, or related field (advanced degree preferred).
• Parcel handling environment experience important.
• Go-to-market and scaling experience for a new automation product.
• 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 cross-functionally in fast-paced environments.

What We Offer:

• 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.

This job is not eligible for visa sponsorship.

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