Customer Success Manager

You will be a technical spearhead who bridges our product's potential and customer reality. You'll lead the customer relationship, deployment, and early adoption at customer sites, turning complex real-world environments into successful robot operations. As an early hire in this function, you will help shape the foundations of our Customer Success team.

Core Responsibilities

• Own one or more enterprise customer relationships
• Lead deployments from initial scoping through production; partner with business, operational, and technical stakeholders to ensure deployments are a success
• Develop customer-centric KPIs and regularly report out on performance
• Serve as deployment liaison in late-stage sales calls, discovery sessions, and contract scoping
• Advocate for customers in discussions with product and engineering to ensure the roadmap is closely aligned to customer needs
• Translate field insights into product requests, documenting edge cases, integration challenges, and feature requests
• Act as first-line customer health owner, regularly interacting with customer stakeholders and escalating any issues

• 5+ years in hands-on technical or sales roles in robotics, automation, industrial systems, or related fields
• Systems integration expertise: Deep understanding of how software, hardware, sensors, and networks integrate in uncontrolled real-world environments
• Previous field experience: Background as Field Application Engineer, Solutions Engineer, Sales Engineer, Technical Consultant, Customer Success, or deployment specialist, ideally in robotics, IoT, or industrial automation
• Communication range & Agility: Equally comfortable explaining technical constraints to a C-suite buyer and troubleshooting with a facilities operator on a loading dock. You thrive in the face of ambiguity & rapid iteration, and wearing multiple hats is second nature: you might help debug a camera feed one day and present to a COO the next
• Travel: Up to 50% required: weekly to monthly domestic travel (Bay Area, Pacific Northwest, Southeast, Midwest). Must be available for multi-day site visits and deployment sprints.

• Prior experience working in a startup environment
• Experience deploying technology in manufacturing, healthcare, pharma or other complex facilities environments
• Familiarity with robotic systems: computer vision & sensor integration, autonomy stacks, etc
• Experience training non-technical operators on complex systems, comfortable producing documentation for training materials and remote support

Walden Robotics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].

Walden Robotics participates in E-Verify. If you receive an offer of employment from Walden, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Walden Robotics.

At Walden Robotics, we envision a world where general-purpose robots dramatically improve the quality of life for all people—supporting us at home, at work, in factories, on farms, and beyond. To accomplish this, we are building a team of exceptional professionals who combine world-class technical skills with creative vision, grounded in humility and collaboration.