Director, Customer Success

We are on the lookout for a Director of Customer Success to architect and spearhead the development of our Customer Success division. This pivotal role demands a visionary leader passionate about crafting enduring customer relationships and driving customer-centric growth. The ideal candidate will bring a strategic approach to developing a comprehensive customer success strategy, ensuring our clients achieve and exceed their goals through the use of our robotic solutions. This role involves building the department from scratch, serving as a critical bridge between our customers and our internal teams, and fostering a culture of customer advocacy and success across the organization.

How you will make an impact:

• Strategic Vision and Leadership: In close collaboration with the Sr. Director, Customer Success, craft and execute a forward-looking vision for the Customer Success department, aligning its objectives with the strategic goals of Boston Dynamics.  Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these and to do extraordinary things to achieve our business goals.

• Revenue Generation: Working collaboratively across the Customer Success team, help to develop and implement strategies that drive service revenue for service contracts, spare parts, renewals, paid service, expansions, and capturing expansion opportunities for our Sales team, contributing directly to the company's financial growth.

• Framework Development: Construct a robust customer success framework that optimally supports customers throughout their journey, from initial engagement and product onboarding to ongoing support during the entire customer lifecycle. This should include the formulation of quarterly business reviews, further establishing the definition of “success” with internal and external stakeholders.

• Voice of the Customer: Serve as a champion for customer needs within Boston Dynamics, consolidating the feedback from our global install base ensuring customer feedback directly informs product enhancements, service offerings, and strategic initiatives.

• Team Development: Build and lead a world-class Customer Success team, emphasizing skill development, operational excellence, and a deep understanding of customer needs.

• Relationship Management: Cultivate meaningful, long-term relationships with key stakeholders across our customer base, ensuring they realize the full value of our robotics solutions.

• Growth Identification: Proactively identify opportunities for customer growth and retention, leveraging insights and relationships to drive expansion and renewals.

• Performance Metrics: Implement and track key metrics to measure the success and impact of the Customer Success initiatives, using data to refine and adjust strategies as needed.

We are looking for:

• Bachelor’s or Master’s degree in Business Administration, Marketing, Engineering, or related fields.

• Minimum of 10 years experience in a customer-facing role within the technology, robotics, or related industry, including at least 5 years in a leadership capacity.

• Demonstrated success in building and leading customer success or account management teams, with a proven ability to start and scale customer success operations.

• Strategic thinker with outstanding communication skills and the ability to engage and influence both internal teams and external partners.

• Strong analytical capabilities with a knack for leveraging data to drive strategic decisions and customer success outcomes.

• A passionate advocate for technology and innovation with a customer-first mentality.

• Ability to travel up to 50% of the time domestically and internationally.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

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