Director of Customer Success
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Job Description
Director of Customer Success overseeing Fortune 500 relationships, focusing on scaling success and enterprise growth at OSARO.
Responsibilities:
- Own a portfolio of Fortune 500 customer relationships
- Lead customers through the full lifecycle: pilot → deployment → optimization → multi-site scale
- Drive customer retention, satisfaction, and expansion by identifying additional deployment and use case opportunities
- Conduct structured Executive Business Reviews (EBRs), aligning system performance to customer KPIs and ROI
- Develop deep expertise in OSARO’s AI-driven picking and depal solutions
- Understand and communicate how OSARO’s technology enables real-time model learning to continuously improve system performance
- Partner closely with engineering and operations teams to resolve issues and optimize deployments
- Translate complex technical capabilities into clear business value for customers
- Lead and develop technical support resources, ensuring high responsiveness and service quality
- Build and refine Customer Success frameworks, processes, and KPIs to support a rapidly scaling customer base
- Establish best practices for deployment success, performance monitoring, and long-term account growth
- Create scalable approaches to renewals, expansion, and customer health tracking
- Serve as the voice of the customer internally, influencing continuous improvement initiatives
- Partner with Sales on account growth and expansion strategy
- Collaborate with Operations leadership to scale systems, processes, and team capabilities
Requirements:
- 8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or related roles
- Proven success managing large, complex Fortune 500 customer relationships
- Experience in robotics, warehouse automation, AI/vision systems, or adjacent industrial technologies
- Ability to operate at the intersection of technical solutions and business outcomes
- Experience leading or overseeing technical support or post-deployment service teams
- Strong communication skills with the ability to engage both technical stakeholders and executive leadership
Benefits:
- Health, dental, vision, and commuter benefits
- Generous vacation time
- Excellent paid parental leave policy with the option for additional reduced and unpaid leave
- The chance to work with robots in a dog friendly office!
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