Customer Success Manager

Summary

Symbotic is seeking a Customer Success Manager to serve as a key driver of system performance, ensuring our automation systems deliver measurable value and performance. In this role, you will work closely with engineering, operations, product, and customer teams to understand system performance, develop clear reporting and root cause analysis, identify opportunities for improvement, and help customers maximize the impact of Symbotic’s technology. 

The ideal candidate is curious, analytical, and customer-focused, with the ability to translate complex operational data into actionable insights. This role will drive continuous improvement initiatives for system features with engineering and process improvements with operations. The candidate will directly contribute to system performance and the long-term success of Symbotic’s automation solutions.

What we do  

Symbotic is redefining warehouse automation for the world’s largest retailers and distributors by delivering intelligent, end-to-end systems that blend advanced robotics, AI-driven software, and high-density storage. Our solutions operate at scale, enabling customers to move product faster, more accurately, and more efficiently across their supply chains.  

This role is part of Symbotic’s Customer Operations Success organization, which ensures our systems deliver real, sustained performance in live customer environments. Working at the intersection of operations, engineering, and product, the team drives execution of high-impact initiatives, translates operational insight into action, and ensures our automation continues to perform at the highest level long after go-live. 

Responsibilities

• Partner with engineering, operations, and technology teams to assess system performance and develop improvement plans that optimize efficiency and reliability. 

• Monitor and analyze system performance data, develop KPIs and reporting insights, deliver root cause analysis, and prioritize corrective actions that support operational improvements. 

• Identify opportunities for process optimization and drive operational initiatives that improve system performance and outcomes.

• Develop deep expertise in Symbotic’s automation platform—including system operations, maintenance, software, and controls architecture. 

• Act as a trusted liaison between customers and internal Symbotic teams by leveraging knowledge of our automation systems, products, and services to support customer needs. 

• Facilitate customer meetings, workshops, and reviews—both virtually and onsite—to drive alignment, gather feedback, and move cross-functional initiatives forward. 

• Adapt quickly to evolving customer priorities, operational challenges, and business needs in a fast-paced environment. 

Education and Experience

• Bachelor's degree in business administration, industrial engineering or related field; or equivalent experience. Master's degree preferred.

• Minimum of 5 years' experience in continuous improvement, system engineering, consulting, or similar experience.

• Exposure to automation, robotics, industrial systems, supply chain, or operations environments preferred. 

• Experience driving cross-functional teams to solve complex technical or operational challenges. 

• Strong analytical skills with experience using data to drive decisions and performance improvements. 

• Experience using AI tools to accelerate analysis and develop tools, reports, and applications for operational use

• Excellent communication and consulting skills with the ability to build trust with diverse stakeholders. 

• Ability to thrive in fast-moving environments and adapt to evolving priorities. 

• Advanced Excel and PowerPoint skills and proficient in Word and Outlook.

Other Considerations

• Remote, field-based position.  HQ domicile also an option but not required.

• Travel is required up to 60% of the time. If domiciled at HQ, travel requirement reduces to 30%.

• Candidate must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

• Candidates must have a valid driver’s license and be able to travel to customer locations by car or air. 

• The role requires working on customer sites, including active automation installations and construction environments. 

• Employees must be comfortable working at heights up to 45 feet and in confined spaces (~24 inches) when required. 

• Ability to lift up to 50 pounds and perform physical tasks such as climbing, balancing, kneeling, crouching, and navigating industrial environments. 

• Must follow all safety protocols including Lockout/Tagout and fall protection requirements. 

• Approximately 60% of time may be spent onsite, requiring PPE such as hard hat, safety vest, steel-toe boots, safety glasses, hearing protection, and fall protection harness when necessary. 

• Work environments may include temperature ranges from 32°F to 105°F.