Senior Customer Success Manager - Key Accounts

Position: Senior Staff Customer Success Manager - Key Accounts
We are seeking a highly motivated, self-starting, and customer-focused Customer Success Manager to join our growing team. This role is crucial to ensuring our clients achieve the impact and value they desire from our robotic solutions. You will be trusted to advocate for Boston Dynamics to the customer and, equally, to be the customer's advocate internally. You will thrive working in ambiguity, driving success with minimal oversight.

As a strategic partner to our customers, you will play a key role in helping them adopt cutting-edge technology and realize its full potential.

Key Responsibilities Serve as the ongoing relationship lead for high-value or complex client accounts, maintaining ongoing post-sale engagement to ensure satisfaction, retention, and expansion and retention. Lead regular client meetings, Quarterly Business Reviews and issue-resolution discussions with minimal oversight. Conduct frequent onsite visits with customers to build relationships and better understand their robotics applications.

Build and maintain strong relationships with customer stakeholders; serve as a trusted advisor in their robotics journey

Collaborate with Sales to identify upsell opportunities and support strategic account planning, ensuring high customer retention and expansion.

Build strong cross-functional partnerships to support product feedback loops, service innovation, and continuous improvement, serving as a champion for customer needs within the company. Responsible for skillfully managing relationships with both internal teams and external customer stakeholders, ensuring effective communication and alignment to achieve customer goals

Analyze client performance data and service trends to identify improvement areas and advocate for process and product improvements, leveraging data to understand customer needs and drive positive outcomes.

Contribute to the design and rollout of the broader Customer Success organization,, including processes, tools, and customer playbooks

Serve as an escalation point for client issues and partner with internal teams to develop resolution strategies, acting as a critical bridge between customers and internal teams. This involves aligning internal teams to resolve complex customer challenges.

Understand a customer’s high-level business goals, map them to our internal priorities and development roadmap, and then rally internal teams around delivering value, features, or other improvements for the customer. Knowledge, Skills & Abilities Deep expertise in Customer Success Management and service delivery best practices, with proven ability to manage customer relationships and drive customer satisfaction with complex, highly technical products

Strong analytical skills with the ability to interpret client data and propose actionable recommendations. Analytical capabilities with a knack for leveraging data to understand customer needs and drive positive outcomes.

Proven ability to influence internal stakeholders and lead through complex client issues. Exceptional skills in stakeholder management (internal and external) and a proven ability to synthesize complex concepts and challenges.

Skilled in managing multiple priorities and dynamic customer environments independently.

Advanced communication and presentation skills, including executive-level interactions. Strong communication and interpersonal skills, with the ability to engage and influence both internal teams and external partners.

Proficiency with CRM tools and client success platforms; familiarity with analytics/reporting tools is a plus.

Experience mentoring peers or junior staff in a professional setting.

Ability to create long-term growth plans with customers and successfully execute against those goals

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