Customer Success Manager

As a Customer Success Manager, you will own the post-sale relationship with a portfolio of large, enterprise customers. You will make sure each customer sees real, measurable value from their AI workforce, and then help them expand it to new workflows, teams, and regions. You will work side by side with forward-deployed engineers, deployment strategists, and account executives, and you will be the voice of the customer inside HappyRobot. This is a strategic role, not a support role. Customers are adopting a new kind of technology, and you will guide them from first deployment to a fully scaled AI operation. The company is especially interested in candidates with a logistics background who can earn the trust of large, complex organizations and speak the language of their operations teams.

Responsibilities

Own a portfolio of large enterprise accounts and act as the primary day-to-day and executive-level contact; Drive adoption and time-to-value by defining success metrics with each customer, such as resolution time, load coverage, calls automated, and cost savings; Run regular business reviews that translate performance data into clear business outcomes and next steps; Identify and lead expansion opportunities into new use cases, business units, and geographies, partnering closely with Sales; Partner with forward-deployed engineers and deployment strategists to scope, launch, and iterate on new workflows; Monitor account health, anticipate risk, and lead renewals with a clear view of value delivered; Capture customer feedback and turn it into actionable input for Product and Engineering; Build repeatable playbooks, onboarding materials, and best practices as the Customer Success function scales

Requirements

4 to 7 years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS or technology company, with experience managing enterprise accounts; Preferred: hands-on logistics, freight, or supply chain experience, ideally managing large, multi-stakeholder accounts; A track record of driving adoption, retention, and expansion, with comfort owning renewal and growth targets; Strong executive presence and the ability to communicate with both operators on the floor and C-level stakeholders; Comfort with data, including reading usage and performance metrics and building a clear narrative around them; Technical curiosity, with comfort discussing integrations, APIs, workflows, and AI concepts (coding not required); A bias for ownership and speed, with the ability to thrive in ambiguity at a fast-growing startup

Nice to have

Experience with AI, automation, or voice products; Familiarity with TMS, WMS, or CRM systems; Spanish, Portuguese, or another language, given the LatAm and international customer base; Prior experience at an early-stage or high-growth startup

Benefits

Comprehensive benefits including healthcare, dental, and vision coverage; Competitive salary + equity in a high-growth startup