Customer Success Manager

We're redefining how robots are deployed. Our platform enables users to simulate, test, and optimize entire robotic systems in parallel. By removing the barriers that have kept advanced robotics out of reach for all but the largest players, we're ushering in a new era of manufacturing—one where mass reshoring is not only viable, but inevitable.

We are looking for a Customer Success Program Manager to serve as the critical link between our customers and internal teams. In this role, you will own the end-to-end coordination of customer-driven initiatives, ensuring that requests, escalations, and strategic priorities are tracked, communicated, and delivered with excellence. You will act as a trusted partner to customers while driving alignment and accountability across Sales, Application Engineering, Product, Support, and other internal stakeholders.

As a Customer Success Manager at Realtime Robotics, you are the customer's champion internally and their most trusted point of contact externally. You bring a strong understanding of manufacturing environments and simulation workflows, allowing you to engage customers in their technical language, understand requests in their proper context, and translate those needs clearly to Product, Support, and Engineering teams. You maintain a deep, always-current view of each account — knowing where customers stand, what they need, and what is in their way — and you are organized and proactive enough to keep everything moving.

This is a role for someone who is as comfortable in a conversation about robotic workcell design as they are building a structured feedback summary for a product review.

• Maintain a comprehensive, real-time understanding of each assigned account — including active projects, open issues, workcell configurations, simulation workflows, and stakeholder priorities
• Serve as the internal voice of the customer, ensuring every team that touches an account has full context on the customer's technical environment, goals, and current state
• Build and sustain strong relationships with key stakeholders at automotive OEMs and Tier 1 suppliers, engaging credibly with engineers, simulation specialists, program managers, and executive sponsors alike
• Conduct regular customer touchpoints — check-ins, business reviews, and strategic discussions — to stay ahead of needs and clearly articulate the value Resolver delivers within their manufacturing operations
• Act as the first point of intake for customer issues and requests, assessing urgency and manufacturing or simulation impact before routing to the appropriate internal team
• Provide internal teams with structured, technically grounded customer context — including deployment specifics, workcell configuration, software version, prior history, and business impact
• Monitor open support cases and escalations to ensure timely resolution; follow through until the customer confirms the issue is fully addressed
• Gather and synthesize customer feedback into structured, technically contextualized requests
• Partner with the Customer Success Program Manager to ensure customer-driven initiatives are documented, prioritized, and tracked through to delivery
• Lead the onboarding process for new customers, ensuring a smooth transition from sales to active deployment of Resolver and other Realtime Robotics solutions
• Develop and deliver training content, documentation, and best practices tailored to each customer's technical environment, team structure, and simulation workflow
• Monitor customer health metrics and report on key metrics including adoption rates, satisfaction scores, issue resolution time, and retention
• Collaborate with account management to proactively identify opportunites for upselling or cross selling based on customer needs and expanding manufacturing use cases

• Willingness to travel to customer sites to support key engagements, on-site reviews, and relationship-building activities
• 3-5+ years of experience in customer success, account management, or a related customer-facing role in a technical or industrial environment
• Strong understanding of manufacturing processes, robotic…