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 driving retention, satisfaction, account growth, and long-term customer value • Lead, coach, and develop three Customer Success Experts supporting B2B, D2C, and Transportation customer segments • Establish scalable customer success processes, playbooks, operating rhythms, segmentation, tiering, account planning standards, and success metrics • Champion Voice of the Customer initiatives and use feedback to drive business improvements • Build executive-level customer relationships and serve as a trusted strategic advisor • Lead executive business reviews and strategic account planning • Drive customer retention, net revenue retention, customer health, and account growth initiatives • Partner with Sales, Finance, Legal, Operations, Engineering, and Technology on renewals, pricing, SOWs, commercial opportunities, KPIs, and SLAs • Monitor customer health, operational performance, and customer success metrics while addressing risks and opportunities • Serve as 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 onboarding, implementation, and adoption programs • Ensure customers achieve measurable business outcomes and maximize value from Exol's Robotic Logistics Platform™ • Support additional projects and responsibilities as assigned

🎯 Requirements

• Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or a related field • 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

🏖️ Benefits

• Up to 50% travel may be required • Valid driver's license and ability to drive and/or fly to client and other customer locations • Company reimbursement of personally managed expenses on a bi-weekly basis