Customer Success Manager

We are an innovative, Vancouver-based startup at the forefront of robotics, AI, and machine vision technologies. Backed by VC funding and recognized as a 2024 BCTIA Growth Award winner, we are on a mission to redefine the future of intelligent systems. Apera AI is seeking a Customer Success Manager at Apera, you will play a vital role in driving the success and satisfaction of our customers by ensuring they achieve maximum value from Apera’s AI-driven robotic vision systems. You will act as a trusted advisor, collaborating with customers to understand their business goals, optimize their automation strategies, and identify opportunities for growth and expansion. Your proactive engagement and technical expertise will ensure customers fully leverage Apera’s solutions to achieve measurable business outcomes.

You will manage a portfolio of enterprise accounts across various industries, provide strategic guidance, and support customers throughout their journey with Apera, from onboarding to expansion. By fostering strong relationships and monitoring account health, you will ensure high levels of customer satisfaction, retention, and growth. In this role, you also will work closely with internal teams, including Sales, Engineering, and Support, to deliver exceptional customer experiences.

Your role will include:

• Build and maintain strong relationships with customers, acting as a trusted advisor to help them achieve their business goals using Apera’s AI-driven robotic vision systems.
• Develop tailored automation roadmaps and conduct periodic business reviews to assess outcomes and identify growth opportunities.
• Proactively monitor customer health metrics, addressing risks and opportunities while collaborating with internal teams for seamless issue resolution.
• Identify and nurture expansion opportunities, working with the sales team to drive account growth.
• Provide hands-on training and resources to ensure customers maximize the value of their Apera solutions.
• Collaborate with Onboarding Project Managers and Field Application Engineers to support system implementations.
• Conduct onsite visits to strengthen relationships, review operational outcomes, and drive customer success.
• Facilitate training sessions, equipping customers with the knowledge to optimize their use of Apera’s systems across various industry verticals.
• Keep customers informed about product features, updates, and best practices to ensure they remain at the cutting edge of automation technology.
• Troubleshoot technical challenges, resolve or escalate issues efficiently, and advocate for customer needs with internal teams.
• Collaborate on contract negotiations and renewals, ensuring customers’ continued success and alignment with Apera’s solutions.
• Contribute to ongoing process improvement and maintain detailed customer records in Apera’s systems.
• Represent the voice of the customer by providing actionable feedback to Apera’s product and engineering teams to shape future offerings.

Required qualifications:

• Bachelor’s degree in Business, Engineering, or a related field.
• 3+ years of experience as a Customer Success Manager, Account Manager, or similar.
• Working knowledge of robotics, machine controls, automation principles, and manufacturing processes.
• Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation.
• Client-facing account management experience.
• Proven track record of managing and growing enterprise-level accounts.
• Clear verbal and written communication skills in English, with a second language as a bonus.
• Strong organizational and time management skills.
• Must be able to travel 50-75%, including international travel, with flexibility for short-notice trips.
• Proficiency with Microsoft 365

Preferred:

• Industrial or automation sales experience.
• Experience with vision systems.
• Knowledge of FANUC robots, controllers, and peripheral equipment.
• Experience with FANUC application software (e.g., Roboguide) and programming.
• Familiarity with programming and operation of ABB, Kuka, Yaskawa Motoman, Staubli, Universal Robotics, or other industrial robotic systems.
• Project management experience.

What Apera offers:

• Very competitive compensation consisting of salary plus commission.
• 401(k) plan
• Participation in the employee stock option plan
• Health, dental and vision insurance
• A career track with many growth opportunities at a fast-growing company.