Customer Success Manager, Berkshire Grey
$140-160k
+ Performance bonus
More information about location
Office located in Bedford, MA
Autonomous fulfilment robots
Job no longer available
Autonomous fulfilment robots
201-500 employees
Job no longer available
$140-160k
+ Performance bonus
More information about location
Office located in Bedford, MA
201-500 employees
Company mission
To help businesses succeed with AI-enabled robotics that transforms the way they thrive, compete and win.
Role
Who you are
- This is a high-impact position ideal for someone who thrives at the intersection of technology, operations, and customer engagement and who has deep experience in parcel, logistics, or warehouse automation
- Bachelor’s degree in engineering, Computer Science, or related field (advanced degree preferred)
- Parcel handling environment experience important
- Go-to-market and scaling experience for a new automation product
- Program scalability and product adoption across multi-site deployments
- 5-10 years of experience in Customer Success, Technical Account Management, or Solutions Engineering within robotics, automation, or supply chain technology
- Demonstrated success managing enterprise-level implementations and complex multi-site customer programs
- Strong understanding of robotics, AI-driven automation, warehouse technologies, and system integrations
- Excellent analytical and problem-solving skills; adept at interpreting system performance data and driving improvement actions
- Exceptional written and verbal communication skills; able to distill technical details into clear business impact for executives
- Familiarity with cloud infrastructure, data analytics tools, and API integrations
- Proven ability to work cross-functionally in fast-paced environments
What the job involves
- As a Customer Success Manager (CSM) at Berkshire Grey, you will be a strategic advisor and primary advocate for our enterprise customers, ensuring that Berkshire Grey’s robotic and AI-powered automation systems deliver measurable operational and business outcomes
- In this role, you will drive adoption, performance optimization, and scalable deployments across large parcel-handling networks
- You will work cross-functionally to bring new products to market — translating early customer feedback into product enhancements, deployment playbooks, and success frameworks that support expansion across customer sites
- Serve as a key point of accountability for customer satisfaction, retention, and success post-deployment
- Help define success metrics and build joint success plans aligned with customer business objectives
- Proactively monitor robotic system performance, identify optimization opportunities, and drive continuous improvement initiatives
- Help lead executive business reviews (EBRs) and performance reviews to communicate return on investments (ROI), key performance indicators (KPIs), and value realization
- Partner cross-functionally with engineering, customer experience (CX), and support to resolve complex technical issues and surface customer insights
- Collaborate with maintenance and field service teams to develop and deliver customer training on system operations and maintenance best practices
- Help develop and refine customer documentation, best practice playbooks, and performance dashboards
- Provide structured, actionable feedback to internal teams to influence roadmaps and service improvements
- Build strong relationships with both technical and executive stakeholders to drive long-term customer loyalty and expansion
- Travel as required to support deployments, optimization assessments, and on-site customer engagements
Our take
The boom in eCommerce over recent years has created a need for increased productivity in fulfilment, with businesses needing to scale up to remain competitive. Berkshire Grey develops and supplies AI-powered robots for warehouses and fulfilment centres, delivering intelligent, mobile robots for supply chain process automation to increase throughput, lower delivery times, and reduce costs.
Setting up robotics systems can be very costly for companies, which is why Berkshire Grey offers a Robots as a Service (RaaS) model. This enables businesses to automate their processes without a large upfront investment. By using its robots, Berkshire Grey claims, businesses can reduce picking costs by 70-80% and increase throughput by 25-35%—impressive numbers that certainly make it a strong choice for interested parties.
Despite competition from Amazon Robotics and Fetch Robotics, Berkshire Grey has carved out a niche in the growing robotics market. In 2023, the company merged with SoftBank in a $375 million go-private transaction. This merger aims to strengthen Berkshire Grey's capabilities, streamline operations, and maintain a competitive edge. The merger with SoftBank will enable the company to better serve its customers with its disruptive AI robotics technology, driving efficiency in their operations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Jan 2020
$263m
SERIES B
Apr 2016
$13.5m
SERIES A
Total funding: $276.5m
Company benefits
- Healthcare - Full medical, dental and vision. Life insurance, gym stipends and wellness programs
- Vacation - We value hard work and we like to have fun. Take time when you need it
- Recognition - Peer shout outs, achievement celebrations and leadership awards let you know you’ve made a difference
- Retirement - Stock options and generous 401(k) matching
- Nutrients - Lunch is delivered daily, a plethora of snacks, gourmet coffee, Soylent, and top-shelf beverages
Company HQ
Bedford, MA
Leadership
David Patatore
(CEO)Previously the CEO of Greyter Water Systems, Adjunct Professor at Brown University, CEO of Fuse and was Fractional CEO at Carbonpoint Solutions.
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