Customer Success Account Manager

Job description

We are a well-funded Series A startup on a mission to make e-commerce logistics more human-friendly and efficient with AI-powered robotics. Ambi Robotics builds and operates production AI-powered robotic systems that run 24/7 in customer environments across the USA. We are rebuilding our Customer Success function and seeking an experienced Customer Success Account Manager to own the post-sale journey for a portfolio of enterprise accounts and ensure our customers unlock maximum value from their robotic deployments. You’ll own our most important customer relationships today while shaping how the function operates as the team grows. The Customer Success Account Manager will report to the COO and work closely with our Operations, Sales, Engineering, and Product teams. The ideal candidate has 3–5 years of experience in Customer Success, Technical Account Management, or a comparable client-facing role, a track record managing enterprise or Fortune 500 accounts, and genuine enthusiasm for rebuilding and scaling a Customer Success function. ### In this role you will: • Own a portfolio of enterprise accounts from implementation handoff through adoption, renewal, and expansion • Define, track, and report customer health scores, KPIs, and ROI milestones tied to robotic deployment performance • Collaborate with the Sales team and run structured Business Reviews (QBRs and EBRs) with customer stakeholders at both the operational and executive level • Guide customers through structured onboarding, site readiness, and go-live milestones in partnership with our deployment and engineering teams • Drive user-adoption programs across warehouse operators and managers • Serve as the owner for post-sale activity across your accounts — the primary point of contact for every request, escalation, and initiative • Spend meaningful time on-site at customer distribution and fulfillment centers, developing deep familiarity with their operations, shift structures, and facility layouts • Act as an embedded partner during critical go-lives, peak-season ramps, and post-incident recovery windows • Be the voice of the customer internally — channeling feedback to Product, Engineering, and Operations — and partner with Sales on renewals, expansion, and upsell • Coordinate with Field Engineering to resolve hardware, firmware, and integration escalations, owning communication throughout • Re-establish and scale the function: refresh and rebuild the playbooks, onboarding templates, health-score methodology, and tooling that future Customer Success hires will inherit and scale ### You are a good fit if you have: • 3–5 years in Customer Success, Technical Account Management, or a comparable client-facing role at a SaaS, hardware-software, or industrial-technology company • Background in supply chain, logistics, warehouse automation, or industrial robotics • A track record managing enterprise or Fortune 500 accounts in complex, multi-stakeholder environments • Ability to read and communicate operational data (throughput, uptime, cycle times, error rates) with confidence • Comfort operating amid ambiguity at an early-stage company • Exceptional written and verbal communication in diverse environments (from the warehouse floor to executive presentations) • Proficiency with project/service-management tooling (Asana, Jira Service Management, or similar) • Willingness to travel to customer sites approximately 30% of the time • Comfort leading both in-person and web-based customer training and enablement • (BONUS) Experience as an early or founding Customer Success hire • (BONUS) Exposure to robotics, IoT, or hardware-dependent SaaS products ### In addition to competitive compensation, we offer benefits such as: - Health, dental, and vision insurance - 401k with 5% matching by Ambi - Equity ownership - Unlimited PTO - Partial WFH - Free parking on site at HQ - Access to a full gym at HQ - Free lunches 2x per week ### PLEASE NOTE: - All applications must be submitted online for equitable review. We do not accept or review submissions sent via email, including to individual team members or engineers. This policy ensures a fair and streamlined process for everyone. ### FOR RECRUITERS: - This position is direct-hire only; unsolicited resumes from recruiters will not be considered and may result in a fee waiver.