Enterprise Customer Success Manager (Robotics)

Job description

### **The Company** Tutor Intelligence is building the technology and processes to let robots go where they’ve never gone before: the average American factory and warehouse. We understand that general-purpose and generally intelligent robots are going to be built in our lifetimes, and we’re not content to sit on the sidelines. Founded by MIT alumni and backed with over $40M in funding by leading investors in AI and robotics, Tutor combines human and artificial intelligence to build something greater than the sum of its parts — a Tutor Intelligence. As an AI software company that deploys its inventions directly into the facilities that need them, every line of code, process change, and decision at Tutor has a direct impact on the physical economy. ### **The Role** We're looking for a senior, technically credible, customer-oriented leader to own a portfolio of our most strategic enterprise customer sites running Tutor robots in production. You'll be the primary partner for each of your sites — the person their operations, engineering, and maintenance leaders trust when something matters — and you'll be accountable for the operational and technical success of those deployments over time. At the enterprise level, your portfolio will include some of our largest and most complex customers, often with multi-site footprints, sophisticated internal operations and engineering teams, and high expectations. This is not a traditional Customer Success role, and it's not a product engineering role either. You won't be writing application code, designing novel robotic applications, or doing core feature development. What you will do is develop deep working knowledge of our systems, diagnose issues across software, mechanical, and process dimensions in your customers' real-world environments, and partner with engineering to execute technical improvements that make your customers successful. The work is genuinely technical — you need to understand how our robots work well enough to be the credible technical voice on the customer side — but the goal is to help customers operationally and technically utilize the product we've built, not to extend it. The role is also genuinely relationship-driven, and at the enterprise level, the relationships matter even more. You'll be partnering with your customers' Directors and VPs of Operations, Engineering, and Maintenance, navigating complex internal stakeholder maps, and earning trust at multiple levels of customer organizations. You'll spend meaningful time on-site at your facilities, remote time on technical diagnosis and tuning, and ongoing time partnering with senior customer leaders. Internally, you'll work alongside our engineering, support, and maintenance teams, and your insights from the field will directly shape our product roadmap. This role sits at the intersection of robotics, operations, and customer partnership. The right person is energized by all three, and brings the seniority to operate credibly with senior customer leaders and complex enterprise environments. ### Responsibilities - Own a portfolio of strategic enterprise customer sites end-to-end: be the primary technical partner for each, build deep trust across multiple levels of the customer organization (from front-line operations to senior leadership), and be accountable for the operational and technical success of those deployments - Develop deep working knowledge of our robot systems — software, hardware, and operational characteristics — sufficient to diagnose issues credibly and partner with engineering on resolution - Diagnose and resolve operational and technical issues in your customers' real-world environments, working through software configuration, mechanical adjustments, process changes, and root-cause analysis - Partner with our engineering team to execute technical improvements that benefit your customers — bringing context, prioritization, and field validation, rather than writing the code yourself - Navigate complex enterprise stakeholder environments: build relationships with operations, engineering, and maintenance leaders, manage executive escalations, and ensure alignment between your customers' goals and our delivery - Track the health and performance of your assigned fleet — uptime, reliability, throughput, customer satisfaction — and proactively act on signals - Translate field reality into product insights for our engineering and product teams; be the voice of your enterprise customers in our internal roadmap conversations - Partner with Account Executives on expansion conversations where customer success creates natural opportunities for growth across the customer's broader footprint - Help shape how Tutor delivers to enterprise customers as we scale — contributing to playbooks, processes, and how the function operates ### Requirements - 6+ years of relevant experience, in some combination of: technical customer-facing roles (applications engineering, field engineering, technical account management, solutions engineering, robotics deployment), industrial or warehouse operations management, or technical program management for deployed systems - Technical depth in at least one of: robotics, industrial automation, controls, mechatronics, manufacturing systems, or warehouse/logistics operations - Demonstrated ability to develop deep working knowledge of complex technical systems built by others — you don't need to have built it from scratch, you need to understand it deeply enough to diagnose, tune, and improve outcomes - Comfort working hands-on with both software and physical systems in real-world operational environments - Strong track record of building trusted relationships with senior customer or partner stakeholders over time — you take pride in being the person customers call when something matters - Experience navigating complex, multi-stakeholder environments — whether at enterprise customers or inside large operational organizations - Strong communication skills; able to be technically credible with customer engineering and operations leaders, and clear with non-technical operators and front-line teams - Willingness to spend meaningful time on-site at customer facilities ### Nice to haves (zero or more) - Direct experience deploying or supporting robotics or automation systems in production environments - Experience managing operations at a manufacturing, warehouse, or distribution facility — bringing the customer's perspective to the role - Experience working closely with engineering or product teams to diagnose and resolve technical issues, and to translate field reality into product direction - Experience owning a strategic account or portfolio of accounts in a technical, deployed-product context - Deep interest in robotics, automation, or the future of physical AI ### Why This Role Is Unique - Work at the intersection of cutting-edge robotics and real-world industrial operations, helping bring advanced AI systems into the largest factories and warehouses in the country - Own the success of strategic enterprise customers running real robots in production — your work directly determines whether the future of physical AI happens in their facilities - Join Tutor during a period of rapid growth and expanding enterprise deployments, where this function plays a central role in scaling our fleet - Help build and shape what enterprise customer success looks like at Tutor, working closely with engineering, product, and operations teams