Senior Customer Success Manager

JOB SUMMARY

Apptronik is seeking a Senior Customer Success Manager - Enterprise Accounts to partner with Fortune 500 innovation leaders on the adoption of emerging robotics and automation technologies. In this role, you will own executive relationships, guide customers through complex enterprise deployments, and deliver measurable business outcomes in one of the most exciting frontiers of technology.

As the trusted advisor and primary relationship owner, you’ll design and execute tailored engagement strategies that build customer confidence, accelerate adoptions, and expand account growth.

This role requires a blend of strategic business acumen, technical fluency, and customer leadership - you will need to understand customer operations, interpret our product and technical roadmap, and translate that into impactful use cases. Success will come from your ability to deepen customer engagement, navigate complex organizations, and establish long-term partnerships.

ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES

Enterprise Customer Engagement & Growth

• Build and strengthen strategic relationships with C-suite executives, innovation sponsors, and operational leaders.
• Lead enterprise onboarding, training, and adoption programs to ensure ROI and sustained value.
• Conduct executive business reviews, workshops, and site visits to align goals and outcomes.
• Develop and execute strategies to identify new opportunities within customer organizations, expanding adoption across multiple use cases and business units.

Strategic Account Management

• Map complex customer organizations, stakeholders, and workflows to drive account penetration.
• Serve as the voice of the customer, influencing Apptronik’s product roadmap and GTM priorities.
• Partner with Sales on expansion strategies, contract renewals, and long-term account growth initiatives.

Value Delivery & Technical Fluency

• Translate Apptronik’s product roadmap and technical capabilities into customer-centric solutions.
• Build ROI models and successful metrics to demonstrate the business impact of deployments.
• Track and analyze adoption and performance data, surfacing insights for continuous improvement.
• Act as the senior escalation point for technical or operational issues, coordinating internal teams to deliver resolution.

SKILLS AND REQUIREMENTS

• Strong track record of building and maintaining trusted executive relationships and driving strategic growth in complex organizations.
• Exceptional executive communication, presentation, and negotiation skills.
• Ability to thrive in high-ambiguity, high-growth environments and translate evolving roadmaps into business value.
• In-depth knowledge of mobile robotics, automation or enterprise technology integration.
• Mindset: Highly motivated, adaptable, and thrives in a fast-paced, results-driven environment.
• Willingness to travel ~30% to customer sites.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in business, marketing, or related field (MBA preferred), or equivalent experience.
• Experience: 5–10 years in customer success, business development, sales, or enterprise account management, with proven success managing Fortune 500 or global enterprise accounts.
• Industry Background: Robotics, industrial automation, enterprise SaaS, logistics, 3PLs, retail distribution, manufacturing, or other emerging technologies preferred.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Vision to read printed materials and a computer screen
• Hearing and speech to communicate

Work From Home (WFH) Details

• Hybrid (Remote w/ travel)