Director of Customer Success

The Director of Customer Success leads ASI's customer success function, overseeing a team of Project Managers who deliver and manage projects for customers integrating autonomous vehicle and robotics solutions into their operations. This role serves as the primary executive relationship owner for key accounts, ensuring customers achieve measurable outcomes and that projects are delivered on time, on scope, and within budget.

A central priority of this role is cultivating long-term partnerships that generate customer-funded development opportunities, enabling ASI to advance its technology roadmap in alignment with real-world customer needs. The Director of Customer Success bridges technical execution and strategic account management, acting as a trusted advisor to customers while driving retention, expansion, and mutual value creation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Managing People

• Directly manages a team of Project Managers responsible for individual customer success engagements.

• Recruits, mentors, and develops Project Managers; conducts performance reviews and implements growth plans.

• Establishes team standards, processes, and best practices for customer project delivery and relationship management.

• Serves as escalation point for Project Managers on high-stakes customer issues or at-risk accounts.

Customer Relationship Management

• Owns executive-level relationships with key accounts, maintaining regular contact to understand business goals and technology adoption progress.

• Acts as a strategic advisor to customers, helping them realize the full value of ASI's autonomous solutions within their operations.

• Identifies and cultivates partnership opportunities that lead to customer-funded development, co-investment, or expanded engagements.

• Partners with Business Development to manage contract renewals, statements of work, and account expansion opportunities.

• Coordinates with customers on long-term roadmap alignment, ensuring ASI's development priorities reflect customer investment and outcomes.

Project Oversight

• Oversees the portfolio of active customer projects managed by the Customer Success Project Manager team.

• Reviews project health, scope, schedule, and budget at a portfolio level; holds teams accountable to SMARTY milestone principles.

• Partners with Project Managers to resolve escalations, manage risk, and course-correct projects experiencing issues.

• Ensures post-project reviews are conducted and learnings are applied to improve delivery processes.

• Collaborates with Engineering, Product, and Operations teams to align resources to customer project needs.

Business Development Support

• Contributes to new business proposals by providing customer success expertise, prior engagement case studies, and scoping input.

• Helps define customer success frameworks and onboarding models for new industry verticals.

• Tracks and reports on key customer success metrics including retention, expansion revenue, NPS, and project delivery performance.

• Provides Voice of Customer feedback to Product and Engineering to inform ASI's technology roadmap.

ESSENTIAL EDUCATION, WORK EXPERIENCE, JOB SKILLS

• A Bachelor's degree in Business, Engineering, Management Information Systems, or a related technical discipline. Master's degree preferred.

• 7+ years of experience in project management, customer success, or program management, with at least 3 years in a leadership role managing people.

• Demonstrated ability to manage complex, multi-stakeholder technical projects from initiation through deployment.

• Proven track record of building and maintaining executive-level customer relationships that result in long-term partnerships and expanded revenue.

• Strong understanding of project management methodologies (PMP, Agile/Scrum); PMP certification preferred.

• Experience in robotics, automation, industrial technology, or a related hardware/software industry strongly preferred.

• Excellent written and verbal communication skills; able to translate technical concepts for non technical customers and stakeholders.

• Demonstrated success leading and developing project management teams in a fast-paced, technical environment.

• Experience with CRM and project tracking tools (e.g., Salesforce, Jira, or similar).

At Autonomous Solutions, Inc. (ASI), we are committed to fostering a diverse, inclusive, and equitable workplace where all employees and applicants have equal opportunities. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other legally protected characteristic. ASI complies with all applicable federal, state, and local laws regarding non-discrimination in employment and is dedicated to providing reasonable accommodations for individuals with disabilities throughout the hiring process.