We are searching for a Director of Customer Success to work directly with our Fortune 500 customers; including leading retailers, parcel/logistics providers, and eCommerce operators. OSARO is entering a critical phase of growth focused on scaling customer success, deepening enterprise relationships, and expanding multi-site deployments.
As a Director of Customer Success, you will act as primary point of contact with and trusted advisor to our customers. You will help us build and maintain a strong end-to-end customer success process from initial on boarding through expansion and renewal. This is a highly visible, cross-functiaonal leadership role requiring a unique blend of technical acumen, operational leadership, and customer-facing strategy. You will also assume responsibility for technical support, ensuring strong alignment between customer needs, system performance, and internal engineering and operations teams.
At OSARO we develop solutions to endow industrial robots with the level of autonomy needed to perform an unprecedented variety of complex pick and place tasks leveraging sophisticated robot control and neural network-based perception algorithms. We value candidates who are passionate about what they build, feel a strong sense of ownership over their work, and love being continually challenged. You are someone who cares deeply about your team so you are both direct and believe in doing what you say.
What you'll be doing
- 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
Experience and Skills you'll need:
- 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
Bonus if you have
- Experience with robotic picking, machine vision, or AI-driven automation systems
- Background working with or alongside system integrators or enterprise deployment partners
- Experience scaling Customer Success within a high-growth, venture-backed environment (Series B–D or beyond)
- Familiarity with SaaS and/or Robotics-as-a-Service (RaaS) business models
What We Do
OSARO is AI for industrial automation. In essence, OSARO’s software enables industrial robots to perform diverse tasks in a wide range of environments. OSARO is transitioning the industry from static robotic systems into dynamic solutions. PRODUCTS OSARO Pick is a full suite of machine-learning software, which automates piece picking for distribution centers. Our proprietary system recognizes objects and controls the movement during the picking process. OSARO Vision is a stand alone solution that recognizes products for factory automation. OSARO Vision is an application of flexible software that can be integrated into any robotic system and licensed to large providers and/or their subcontractors. The demand for warehouse automation technology is increasing due to the convergence of several factors: the rapid shift to a competitive online shopping business, high capital costs coupled with growing labor shortages around fulfillment centers worldwide, and the acknowledgement of the maturity of technology to safely and cost-effectively create and sustain smart factories. Our markets are global and include e-commerce fulfillment and materials handling ($180B market); industrial robotics ($20B market); retail, health and beauty products, apparel, electronics and we are testing applications in the food processing and distribution industry, as well as automotive assembly - trillion dollar markets. Our business model is to work directly with warehouse technology providers to accelerate systems integration. And, as we are a software provider, once the robotic hardware is procured, our vision and control systems can be up and running in hours. OSARO employs a diverse & talented team of experts in the specialized field of machine and deep learning. Our core values are integrity, responsibility, focus on continuous learning, speed and determination and kirei, a Japanese kanji meaning brilliant. Our team is dedicated to building these core values into our products.
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