About Berkshire Grey:
Berkshire Grey is a leader in robotic automation solutions that transform supply chain operations. Our mission is to help the world’s largest retailers, eCommerce providers, parcel & logistics companies, and manufacturers achieve higher efficiency, speed, and resiliency by leveraging advanced robotics and AI-powered automation.
Our systems power automation in robotic sortation, item picking, and trailer unload — enabling customers to achieve measurable improvements in throughput, labor utilization, and overall operational performance.
Position Overview:
As a Customer Success Manager (CSM) at Berkshire Grey, you will be a strategic advisor and primary advocate for our enterprise customers, ensuring that Berkshire Grey’s robotic and AI-powered automation systems deliver measurable operational and business outcomes.
In this role, you will drive adoption, performance optimization, and scalable deployments across large parcel-handling networks. You will work cross-functionally to bring new products to market — translating early customer feedback into product enhancements, deployment playbooks, and success frameworks that support expansion across customer sites.
This is a high-impact position ideal for someone who thrives at the intersection of technology, operations, and customer engagement and who has deep experience in parcel, logistics, or warehouse automation.
Responsibilities:
- Serve as a key point of accountability for customer satisfaction, retention, and success post-deployment.
- Help define success metrics and build joint success plans aligned with customer business objectives.
- Proactively monitor robotic system performance, identify optimization opportunities, and drive continuous improvement initiatives.
- Help lead executive business reviews (EBRs) and performance reviews to communicate return on investments (ROI), key performance indicators (KPIs), and value realization.
- Partner cross-functionally with engineering, customer experience (CX), and support to resolve complex technical issues and surface customer insights.
- Collaborate with maintenance and field service teams to develop and deliver customer training on system operations and maintenance best practices.
- Help develop and refine customer documentation, best practice playbooks, and performance dashboards.
- Provide structured, actionable feedback to internal teams to influence roadmaps and service improvements.
- Build strong relationships with both technical and executive stakeholders to drive long-term customer loyalty and expansion.
- Travel as required to support deployments, optimization assessments, and on-site customer engagements.
Qualifications & Experience:
- Bachelor’s degree in engineering, Computer Science, or related field (advanced degree preferred).
- Parcel handling environment experience important.
- Go-to-market and scaling experience for a new automation product.
- Program scalability and product adoption across multi-site deployments.
- 5-10 years of experience in Customer Success, Technical Account Management, or Solutions Engineering within robotics, automation, or supply chain technology.
- Demonstrated success managing enterprise-level implementations and complex multi-site customer programs.
- Strong understanding of robotics, AI-driven automation, warehouse technologies, and system integrations.
- Excellent analytical and problem-solving skills; adept at interpreting system performance data and driving improvement actions.
- Exceptional written and verbal communication skills; able to distill technical details into clear business impact for executives.
- Familiarity with cloud infrastructure, data analytics tools, and API integrations.
- Proven ability to work cross-functionally in fast-paced environments.
- Travel: Up to 50%
- Compensation: Competitive salary and performance bonus based on experience.
What We Offer:
- Competitive compensation and comprehensive benefits package.
- A culture centered on innovation, collaboration, and growth.
- Opportunity to play a key role in shaping the future of logistics and intelligent automation.
This job is not eligible for visa sponsorship.
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Top Skills
What We Do
It’s time to radically change the essential way we do business.
At Berkshire Grey, our game-changing solutions combine AI and Robotics to automate omni-channel fulfillment for retailers, eCommerce, and logistics enterprises serving today’s connected consumers.
By transforming pick, pack and sort operations, our technology is a fundamental engine of change that moves you forward.
