Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Symbotic

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🔧 Hardware

📦 Logistics

🤖 Artificial Intelligence

Hardware • Logistics • Artificial Intelligence

Symbotic is a provider of warehouse automation and supply chain robotics. Symbotic develops integrated robotic hardware, AI-driven orchestration and software, and warehouse-as-a-service solutions to organize and accelerate the movement of goods through distribution centers. The company focuses on flexible, high-throughput robotic systems and software for industries such as grocery, retail, and consumer packaged goods, positioning itself as a B2B supplier that combines physical automation with AI to optimize operations.

📋 Description

• Develop and execute customer success strategies that drive retention, satisfaction, account growth, and long-term customer value • Lead, coach, and develop Customer Success Experts supporting B2B, D2C, and Transportation customer segments • Establish scalable customer success processes, playbooks, and operating rhythms • Champion Voice of the Customer initiatives and ensure feedback drives improvements across the business • Build and maintain executive-level relationships with key customer stakeholders and serve as a trusted strategic advisor • Lead executive business reviews and strategic account planning activities • Drive customer retention, net revenue retention, customer health, and account growth initiatives • Establish customer segmentation, tiering, account planning standards, and success metrics • Partner with Sales, Finance, Legal, and Operations on contract renewals, pricing, Statements of Work, and commercial opportunities • Monitor customer health, operational performance, and customer success metrics, proactively addressing risks and opportunities • Partner with Operations, Engineering, Technology, Finance, and Sales teams to ensure customer commitments, KPIs, and SLAs are achieved • Serve as the executive escalation point for critical customer issues • Champion continuous improvement through automation, process optimization, and data-driven decision making • Establish governance and best practices for customer onboarding, implementation, and adoption programs • Ensure customers achieve measurable business outcomes and maximize value from Exol solutions • Support additional projects and responsibilities as assigned • Lead a team of three Customer Success Experts and partner with Executive Leadership and cross-functional teams

🎯 Requirements

• Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or a related field • MBA or advanced degree preferred • Minimum 15 years of progressive experience in customer success, strategic account management, logistics, transportation, supply chain, or related customer-facing leadership roles • Minimum 5 years of experience leading customer success, account management, operations, or commercial teams • Experience managing enterprise customer relationships and executive stakeholders • Experience supporting contract renewals, commercial agreements, and customer growth initiatives • Experience within a 3PL, transportation, warehouse automation, supply chain technology, robotics, SaaS, manufacturing, or distribution environment preferred • Strong executive presence with exceptional communication, negotiation, strategic planning, and leadership skills • Proven ability to drive customer retention, account growth, and customer satisfaction • Strong organizational and project management skills with the ability to manage multiple priorities • Data-driven mindset with experience leveraging customer metrics, dashboards, and analytics to inform business decisions • Ability to thrive in a fast-paced, high-growth environment • Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations • Employee is responsible for owning a credit card and managing expenses personally

🏖️ Benefits

• Up to 50% travel may be required • Valid driver's license required for client and customer travel • Business expenses reimbursed on a bi-weekly basis