Director of Customer Success, Osaro
$160-199k
Robotic piece-picking solutions for eCommerce
Open for applications
Robotic piece-picking solutions for eCommerce
21-100 employees
Open for applications
$160-199k
21-100 employees
Company mission
To build smarter robotic automation for eCommerce fulfilment.
Role
Who you are
- 8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or related roles
- Proven success managing large, complex Fortune 500 customer relationships
- Experience in robotics, warehouse automation, AI/vision systems, or adjacent industrial technologies
- Ability to operate at the intersection of technical solutions and business outcomes
- Experience leading or overseeing technical support or post-deployment service teams
- Strong communication skills with the ability to engage both technical stakeholders and executive leadership
Desirable
- Experience with robotic picking, machine vision, or AI-driven automation systems
- Background working with or alongside system integrators or enterprise deployment partners
- Experience scaling Customer Success within a high-growth, venture-backed environment (Series B–D or beyond)
- Familiarity with SaaS and/or Robotics-as-a-Service (RaaS) business models
What the job involves
- We are searching for a Director of Customer Success to work directly with our Fortune 500 customers; including leading retailers, parcel/logistics providers, and eCommerce operators. OSARO is entering a critical phase of growth focused on scaling customer success, deepening enterprise relationships, and expanding multi-site deployments
- As a Director of Customer Success, you will act as primary point of contact with and trusted advisor to our customers
- You will help us build and maintain a strong end-to-end customer success process from initial on boarding through expansion and renewal
- This is a highly visible, cross-functiaonal leadership role requiring a unique blend of technical acumen, operational leadership, and customer-facing strategy
- You will also assume responsibility for technical support, ensuring strong alignment between customer needs, system performance, and internal engineering and operations teams
- Own a portfolio of Fortune 500 customer relationships
- Lead customers through the full lifecycle: pilot → deployment → optimization → multi-site scale
- Drive customer retention, satisfaction, and expansion by identifying additional deployment and use case opportunities
- Conduct structured Executive Business Reviews (EBRs), aligning system performance to customer KPIs and ROI
- Develop deep expertise in OSARO’s AI-driven picking and depal solutions
- Understand and communicate how OSARO’s technology enables real-time model learning to continuously improve system performance
- Partner closely with engineering and operations teams to resolve issues and optimize deployments
- Translate complex technical capabilities into clear business value for customers
- Lead and develop technical support resources, ensuring high responsiveness and service quality
- Build and refine Customer Success frameworks, processes, and KPIs to support a rapidly scaling customer base
- Establish best practices for deployment success, performance monitoring, and long-term account growth
- Create scalable approaches to renewals, expansion, and customer health tracking
- Serve as the voice of the customer internally, influencing continuous improvement initiatives
- Partner with Sales on account growth and expansion strategy
- Collaborate with Operations leadership to scale systems, processes, and team capabilities
Our take
The robotics revolution has begun, with the sale of industrial robots on the rise, as they replace humans in hazardous workplaces. Osaro supplies robots for picking, bagging, inducting, and other industrial eCommerce tasks, to free people from dangerous jobs and implement automation towards optimized factory-floor efficiency.
Founded in 2015, Osaro was the first company to take a software-only approach to the robotics sector. With a focus on Intelligent Automation, which utilizes deep learning technology, the company was able to compete with larger robotics firms, successfully bringing adaptive learning to the industrial robotics space.
As a leader in eCommerce robotics, Osaro has an established position from which to extend business reach and develop further solutions. A partnership with Fanuc, a robotics giant that was previously considered a barrier to Osaro's success, demonstrates the impact that the company's technology and approach has had on the sector.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Aug 2021
$30m
SERIES C
Dec 2020
$21m
SERIES B
Total funding: $80.3m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Derik Pridmore
(Co-Founder & CEO)Having studied Computer Science at MIT, they spent 4 years at JP Morgan Chase before serving as VP of Clarium Capital Management and as a Principal of Founders Fund for a combined 3 years. They left their Planet Laps Advisory role in 2015 to co-found Osaro.
Michael Kahane
(Co-Founder & CTO)Began their career as a System Engineer at TeraCross and Waves, before joining Samsung as an Application Engineer. They worked freelance in Machine Learning Research before co-founding Osaro as CTO in 2015.
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