Sr. Customer Success Manager, Robotic Technical Services, Robotic Technical Services

Sr. Customer Success Manager, Robotic Technical Services

Job :  |  Services LLC

We are a team of doers working to apply advances in robotics and software to solve real‑world challenges. In this role on the Robotics Technical Services team, you will serve as a Customer Success Manager (CSM), the primary link between Amazon Robotics (AR) and Operations, coaching site leaders on operational best practices, robotics systems, and tools.

• Strategic Guidance:
  Guide technology adoption maturity, develop adoption plans, prioritize support for high‑risk and high‑impact sites, and serve as the primary liaison to site leadership and operations.
• Technical Leadership:
  Lead high‑severity escalations, manage complex transformation programs, drive multi‑team dialogue, influence organizational goals, and build scalable solutions.
• Operational Excellence:
  Drive incident reduction, implement proactive monitoring, use data to develop support mechanisms, and leverage AI‑supported guides and automated workflows.
• Building Launches & Retrofits:
  Serve as the primary RTS point of contact, coordinate readiness and go‑live planning.
• Key Deliverables:
  Adoption/maturity plans, risk mitigation strategies, NOPR documentation, executive communications, training programs, site risk assessments, and floor health improvement plans.
• Metrics & Monitoring:
  Utilize metrics and proactive monitoring tools to measure reliability and performance of advanced robotics systems.
• Stakeholder Relationships:
  Build effective working relationships with key stakeholders and engineering leaders.
• Issue Resolution:
  Identify, analyze, and resolve mechanical and system issues, and produce daily and weekly reports.
• Innovation & Feedback:
  Partner with leaders to deliver new products and provide requirements and voice‑of‑the‑customer feedback.
• On‑site Support:
  Provide on‑site support for new product implementation efforts.
• Travel:
  The role requires up to 50% travel within the Northeast Region.

• Bachelor's degree in science, technology, engineering, math, business, or equivalent.
• Experience leading technical and non‑technical transformation project teams.
• 5+ years of customer‑facing work, engaging with customer executives, technologists, or partners to solve business problems with advanced technologies.
• 5+ years of leading large‑scale, technical or engineering programs.
• Can work proactively and independently, meet deadlines, and deliver on projects and tasks.

• 7+ years of customer‑facing work, engaging with customer executives, technologists, or partners.
• Master's degree in Engineering, Business Administration, or a related field.
• Experience building scalable programs and repeatable processes, leveraging various tools and methods to create scale and efficiency.

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan
• Comprehensive health insurance, prescription coverage, life insurance, employee assistance program, mental health support, and flexible spending accounts.
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching and other retirement benefits

Base salary range:  –  USD annually (North Reading, MA). Final compensation includes sign‑on payments and restricted stock units (RSUs) based on experience, qualifications, and location.

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation, visit (Use the "Apply for this Job" box below)..