Director of Customer Success

🕒 April 30

🏄 California – Remote

🏄 California – Remote

💵 $160k - $199k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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OSARO

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

OSARO is a company that specializes in revolutionizing warehouse automation through cutting-edge robotic piece-picking solutions. Their technological offerings are characterized by advanced machine learning-enabled proprietary SightWorks™ perception and control software, which ensures precision and reliability. Catering to industries facing high demand and labor shortages, OSARO provides adaptive robotics solutions for tasks like bagging, kitting, and mixed-case depalletizing, integrating seamlessly with AMR/ASRS systems. They offer flexible pricing models such as Robot-as-a-Service (RaaS) to minimize capital expenditure and provide 24/7 worldwide customer support through their OSARO Hypercare™ service. OSARO's solutions are designed to enhance efficiency by transitioning operations from goods-to-person to goods-to-robot stations, offering a low-risk investment for businesses looking to optimize warehouse workflows, improve safety, and create better job opportunities.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Health, dental, vision, and commuter benefits • Generous vacation time • Excellent paid parental leave policy with the option for additional reduced and unpaid leave • The chance to work with robots in a dog friendly office!