Customer Success Manager, Aviation Robotics

Job description

**About Dexterity** At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work. We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven and hardware-agnostic and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible? Dexterity is one of the fastest-growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality! **About the Role** ⚠️ This role focuses on **hardware deployment and field execution** and is not a traditional SaaS Customer Success or software implementation position. We are seeking a Customer Success Manager, Aviation Robotics to support the execution, documentation, and customer delivery of robotics programs within the aviation domain in this role, you will be customer-facing and manage customers’ expectations. You will partner closely with engineering, product, and GTM to manage program timelines, documentation, and deployment activities. You will help translate technical work into clear program plans and customer updates while ensuring alignment with internal standards and customer requirements. ### Customer Relationship & Program Coordination - Support customer communications by providing clear updates on program milestones, risks, and timelines - Help manage customer expectations in partnership with the product lead - Translate technical challenges into understandable updates for non-technical stakeholders ### Technical Documentation & Compliance - Author, contribute to and organize program documentation such as Project Plans, Risk Management Plans, Concepts of Operations, and solution design documentation, among others - Ensure documentation is accurate, complete, and delivered on time - Support alignment of program deliverables with customer requirements and applicable aviation safety and compliance standards - Support the building of compliance lists and definitions in the new field of AI-robotics for the aviation industry - Organize and meaningfully contribute to the writing of Statement of Work (SOW) documents and other contractual documents ### Program Execution & Deployment - Coordinate execution activities across engineering, product, and operations teams - Drive the deployment of robotic and other systems at customer sites, including airports and aviation hub facilities - Assist with customer transition activities, including documentation, training coordination, and handoff support ### Site Surveys & Requirements Gathering - Participate in on-site surveys to gather environmental, operational, and technical requirements - Document site-specific constraints and incorporate findings into program plans - Domestic and international travel as required (20%) ### Cross-Functional Collaboration - Partner with engineering, product, supply chain, operations, and legal teams to keep programs on track - Track dependencies, risks, and action items and escalate issues as needed - Help maintain program schedules and status reporting ### Required Qualifications - 3–5+ years of experience in program or project management within robotics, aerospace, or other complex technology environments - Bachelor’s degree in Engineering, Statistics, or a related technical field - Strong written and verbal communication skills, including experience contributing to technical or customer-facing documentation - Self-driven, and highly independent - Experience supporting programs involving hardware, software, and real-world deployments ### Preferred Qualifications - Technical background or hands-on experience with hardware or robotics systems - Experience working in regulated or safety-critical environments - Proven statistical analysis experience to solve product solutions creatively