Customer Success Account Manager

About the company

Ambi Robotics is a well-funded Series A startup focused on making e-commerce logistics more efficient and more people-friendly through AI-driven robotics. The company designs and runs production robotic systems that operate around the clock in customer environments across the United States.

Role overview

The team is rebuilding its Customer Success function and is looking for an experienced Customer Success Account Manager to take ownership of the post-sale customer journey for a set of enterprise accounts. The goal of the role is to help customers realize the full value of their robotic deployments while also helping shape how the function is built as the team scales.

This position reports to the COO and partners closely with Operations, Sales, Engineering, and Product. The preferred candidate brings 3–5 years of experience in Customer Success, Technical Account Management, or a similar client-facing position, along with experience handling enterprise or Fortune 500 accounts and interest in helping establish and grow a Customer Success organization.

Key responsibilities

• Manage a portfolio of enterprise accounts from implementation handoff through adoption, renewal, and expansion.
• Set up, monitor, and share customer health metrics, KPIs, and ROI milestones connected to robotic deployment results.
• Work alongside Sales and facilitate structured business reviews with customer stakeholders at both operational and executive levels.
• Support structured onboarding, site readiness, and go-live milestones in partnership with deployment and engineering teams.
• Lead adoption initiatives for warehouse operators and managers.
• Act as the main post-sale contact for every request, escalation, and customer initiative tied to your accounts.
• Spend substantial time on-site at customer distribution and fulfillment centers to understand daily operations, shift patterns, and facility layouts.
• Stay closely involved during critical launches, seasonal ramp-ups, and recovery periods after incidents.
• Represent the customer internally by routing feedback to Product, Engineering, and Operations, and support Sales with renewals, expansions, and upsell opportunities.
• Partner with Field Engineering to address hardware, firmware, and integration issues while owning customer communication throughout the process.
• Help rebuild and scale the function by improving playbooks, onboarding templates, health-score methods, and the tools future hires will use.

Requirements

• 3–5 years of experience in Customer Success, Technical Account Management, or another comparable client-facing role at a SaaS, hardware-software, or industrial technology company.
• Experience in supply chain, logistics, warehouse automation, or industrial robotics.
• Proven success managing enterprise or Fortune 500 accounts in complex, multi-stakeholder settings.
• Ability to understand and communicate operational metrics such as throughput, uptime, cycle times, and error rates.
• Comfort working in ambiguity in an early-stage startup environment.
• Strong written and verbal communication skills across audiences ranging from warehouse teams to executive leadership.
• Experience with project or service management tools such as Asana, Jira Service Management, or similar platforms.
• Willingness to travel to customer sites about 30% of the time.
• Ability to lead both in-person and virtual training and enablement sessions.
• Bonus: prior experience as an early or founding Customer Success hire.
• Bonus: exposure to robotics, IoT, or hardware-dependent SaaS products.

Benefits and perks

• Medical, dental, and vision coverage.
• 401(k) plan with 5% company matching from Ambi.
• Equity ownership.
• Unlimited paid time off.
• Partial work-from-home flexibility.
• Free on-site parking at headquarters.
• Access to a full gym at headquarters.
• Complimentary lunch twice per week.

Application notes

Applications must be submitted online so every candidate can be reviewed fairly. The company does not accept or review applications sent by email, including messages sent to individual team members or engineers.

This is a direct-hire role only. Recruiter submissions are not accepted, and unsolicited resumes may lead to a fee waiver.

Compensation and employment details

The annual salary range for this position is $115,000 to $150,000. The final title and compensation will depend on the selected candidate’s experience.

Equal opportunity and hiring notice

Ambi Robotics is an equal opportunity employer and welcomes candidates from all backgrounds. Employment decisions are made without regard to protected characteristics under applicable federal, state, or local law, including race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, and other protected categories.

This job posting is not intended to list every duty or responsibility associated with the role. The scope of work may change at any time, with or without advance notice.

The company may use AI-based tools during parts of the hiring process, including reviewing applications, analyzing resumes, and checking responses for inconsistencies or verification signals. These tools support recruiting operations but do not replace human judgment. Final hiring decisions are made by people. Applicants seeking more details about data processing may contact the company directly.