Sr. Manager, Customer Success

Sr. Manager, Customer Success

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, 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

The Sr. Manager, Customer Success role at Dexterity is a critical position responsible for ensuring customer satisfaction and retention. This individual will manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support. With a focus on program management, Sr. Manager, Customer Success will support the customer relationship during the entire robotics customer deployment lifecycle. The successful candidate will have a proven track record of managing multiple customers and being resilient and adaptable while navigating ambiguous customer tasks. In addition, they should be able to build strategic working relationships with customers and collaborate across multiple departments to influence all levels within an organization.

The Sr. Manager, Customer Success will also be responsible for analyzing KPI trends and suggesting process improvement recommendations to ensure customer satisfaction and retention. This requires the ability to conduct up-front analysis of the customer experience, identify gaps, and create future-state plans. This position requires strong organizational, communication, and relationship-building skills, as well as a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs. Ultimately, the Sr. Manager, Customer Success will play a critical role in ensuring Dexterity's customers are successful in their use of robotics, helping to transform the world through breakthrough technology.

Day to Day Activities

Ensure continuous alignment between Dexterity and the Customer by synthesizing data and critical updates to educate stakeholders and provide clear communication. Drive external accountability for customer-owned deliverables, ensuring adherence to timelines.

Act as a trusted advisor and proactive partner to assigned customers, building strategic working relationships and providing guidance on best practices for using Dexterity's robots.

Manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support.

Support and on occasion, serve as the program manager for robotics customer deployment lifecycles, overseeing the project’s activity, resources, schedule, budget, and risk.

Analyze KPI trends and recommend process improvements to ensure customer satisfaction and retention.

Conduct up-front analysis to map all relative touchpoints in the customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends) to create a future state.

Identify and pursue expansion opportunities with the existing customers that may lead to expansion. Enable the sales team to achieve expansion by identifying upsell and cross-sell opportunities.

Establish contacts with the company's vendors of choice to support relationships and partnerships.

Develop and maintain a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs.

Collaborate with cross-functional internal teams to ensure timely and successful delivery of solutions and escalate customer issues as needed. Develop external timelines by evaluating internal product development schedules and external contractual obligations.

Plan and organize their workload to ensure that they are meeting deadlines and providing excellent customer service to assigned customers. This includes scheduling regular check-ins, preparing reports and presentations, and keeping accurate records of customer interactions.

Qualifications and Desired Skills

Bachelor's degree in engineering, business management, or a related field. A Master's degree or MBA is a plus.

10+ years’ total experience. 5+ years’ operating in Customer Success Management, Business Development, and/or Strategic Account Management.

Proven customer-facing communication skills with the ability to effectively convey complex issues related to technical products to diverse audiences, including operations, engineering, and leadership.

Exceptional program management skills, with a proven track record of leading and directing complex technical programs characterized by significant engineering, operational challenges, and trade-offs.

High Emotional Quotient (EQ) with the ability to manage difficult and demanding customers and resolve conflicts effectively.

Excellent written and verbal communication skills.

A strong sales and business development mindset, with a focus on identifying and pursuing expansion opportunities.

Proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization.

Physical Requirements

Occasional loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations

Prolonged periods sitting at a desk and working on a computer.

Additional Information

Travel 30% (approximate average over a year) to customer locations as projects demand

May be required to work a varying schedule to support customer requests as needed including nights, weekends, and holidays

Base pay is one element of our Total Rewards package which may also include comprehensive benefits and equity etc., depending on eligibility. The annual base salary range for this position is from $180,000 to $220,000. The actual base pay offered will be determined on factors such as years of relevant experience, skills, education etc. Decisions will be determined on a case-by-case basis.

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

$180,000 - $220,000 a year