Head of Customer Experience

We're looking for a leader to own the entire customer journey — from the moment a system goes live, through the trust-building and problem-solving that turn a new deployment into a durable partnership, to the expansion that follows. You'll lead the team of Forward Deployed Engineers who are the primary partners for our customer sites, and you'll be accountable for the thing that matters most to a company deploying robots into production: that the customers we win, we keep.

This is a building job, not a maintenance one. Today, when a deployment is in its critical early weeks, or when a live customer hits a hard problem and needs us to show up fast, that response is run by a small number of people operating largely by instinct and heroics. It works. We've kept nearly every customer we've deployed with. But it doesn't yet scale. Your job is to turn that scramble into a function: the bench, the playbooks, the early-warning signals, and above all the leaders who can run a flawless launch or a high-stakes save without you personally in the room. The measure of your success is that the fleet grows, the customer base stays loyal, and the quality of how we show up doesn't depend on any one person.

This isn't a traditional customer success role, and it isn't sales. You'll need to be technically credible enough to earn the trust of a room full of engineers, to quarterback a hard debugging effort, and to know the difference between a routine ticket and a genuine crisis. But your elite skill isn't writing the fix yourself, it's mobilizing the right people fast, owning the customer's confidence through the hard moment, and making sure the underlying problem gets solved permanently rather than firefought again next month. This role sits at the intersection of operations, product, and customer partnership, and the right person is energized by building the team and the systems that make all three work at scale.