Customer Success Manager

Customer Success Manager Vecna Robotics seeks a technically savvy Customer Success Manager (CSM) to join our growing Customer Success team and serve as the primary point of contact for strategic customers. This role partners closely with customers to maximize value from Vecna’s solutions, scale adoption at existing sites, and support expansion across customer organizations. The ideal candidate brings experience managing complex enterprise customers and high-value accounts, with strong analytical, communication, and relationship-management skills. The CSM is comfortable learning new systems and technologies, translating customer needs into actionable insights, and driving measurable outcomes. Based in our Waltham, MA office, the CSM is a full-time, salaried position with benefits, reporting to the Manager of Customer Success. Applicants must be authorized to work for any employer in the U.S.; Vecna Robotics is unable to sponsor or transfer employment visas at this time. About Vecna Robotics Vecna Robotics is an intelligent, flexible material-handling automation company that keeps goods moving. With award-winning technology engineered for seamless collaboration between autonomous mobile robots, people, and enterprise systems, we help businesses operate more efficiently. Our vision is a highly efficient global supply chain where robots handle the repetitive work and people focus on what matters most. In this role, the Customer Success Manager will:

• Build and maintain strong, long-term customer relationships ensuring high satisfaction with products, services, and support.
• Serve as the primary point of contact throughout the customer lifecycle, from post-deployment through expansion.
• Ensure customer goals, success metrics, and milestones are clearly defined, achieved, and continuously tracked.
• Own the customer relationship as a trusted advisor, driving strong NPS, CSAT, and KPI performance across enterprise accounts.
• Drive additional customer value through increased feature adoption, robot utilization, and solution optimization.
• Support revenue growth through customer expansion and development following deployment.
• Analyze customer usage, performance, and operational data to identify trends, risks, and opportunities to improve customer experience.
• Plan and lead customer meetings, including regular business reviews (QBRs).
• Gather customer feedback and translate it into actionable product and process improvement recommendations, serving as the voice of the customer internally.
• Travel up to 25% to visit customer sites and support strategic engagements.

What we are looking for:

• 3–5 years of experience in Enterprise Account Management, Customer Success, Project Management/Engineering, or a related role; experience in third-party logistics (3PL), distribution, retail, or manufacturing preferred.
• Bachelor’s degree in business administration, engineering, or a related field.
• Demonstrated analytical capabilities, including the ability to interpret customer and operational data, develop insights, and translate findings into clear action plans.
• Excellent written and verbal communication skills, with the ability to engage effectively across stakeholder levels.
• Strong organizational skills and the ability to manage multiple concurrent customer initiatives.
• Experience working with data warehouses and analytics tools; proficiency with Salesforce, Tableau, Athena, and Jira preferred.

We are an equal opportunity employer. We encourage and celebrate diversity.