About the role
Dexterity - Sr. Manager, Customer Success Sr. Manager, Customer Success Redwood City General and Administration – People Operations / FT / On-site apply for this job Sr. Manager, Customer Success About Dexterity At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work. We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible? Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!
About
the Role The Sr. Manager, Customer Success role at Dexterity is a critical position responsible for ensuring customer satisfaction and retention. This individual will manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support. With a focus on program management, Sr. Manager, Customer Success will support the customer relationship during the entire robotics customer deployment lifecycle. The successful candidate will have a proven track record of managing multiple customers and being resilient and adaptable while navigating ambiguous customer tasks. In addition, they should be able to build strategic working relationships with customers and collaborate across multiple departments to influence all levels within an organization. The Sr. Manager, Customer Success will also be responsible for analyzing KPI trends and suggesting process improvement recommendations to ensure customer satisfaction and retention. This requires the ability to conduct up-front analysis of the customer experience, identify gaps, and create future-state plans. This position requires strong organizational, communication, and relationship-building skills, as well as a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs. Ultimately, the Sr. Manager, Customer Success will play a critical role in ensuring Dexterity's customers are successful in their use of robotics, helping to transform the world through breakthrough technology. Day to Day Activities - Ensure continuous alignment between Dexterity and the Customer by synthesizing data and critical updates to educate stakeholders and provide clear communication. Drive external accountability for customer-owned deliverables, ensuring adherence to timelines. - Act as a trusted advisor and proactive partner to assigned customers, building strategic working relationships and providing guidance on best practices for using Dexterity's robots. - Manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support. - Support and on occasion, serve as the program manager for robotics customer deployment lifecycles, overseeing the project’s activity, resources, schedule, budget, and risk. - Analyze KPI trends and recommend process improvements to ensure customer satisfaction and retention. - Conduct up-front analysis to map all relative touchpoints in the customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends) to create a future state. - Identify and pursue expansion opportunities with the existing customers that may lead to expansion. Enable the sales team to achieve expansion by identifying upsell and cross-sell opportunities. - Establish contacts with the company's vendors of choice to support relationships and partnerships. - Develop and maintain a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs. - Collaborate with cross-functional internal teams to ensure timely and successful delivery of solutions and escalate customer issues as needed. Develop external timelines by evaluating internal product development schedules and external contractual obligations. - Plan and organize their workload to ensure that they are meeting deadlines and providing excellent customer service to assigned customers. This includes scheduling regular check-ins, preparing reports and presentations, and keeping accurate records of customer interactions.