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 doingCustomer Ownership & Strategic Account Management
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
Technical & Operational Leadership
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
Process Development & Scaling
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
Cross-Functional Collaboration
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
More About OSARO
OSARO delivers best-in-class robotic piece-picking solutions for e-commerce where key challenges include high SKU inventories, complex packaging, and fragile items. In the rapidly evolving world of logistics technology, OSARO offers smarter automation, low-risk business plans, and its signature Hypercare support from exploration to installation. OSARO’s intelligent robots enable goods-to-robot (G2R) use cases, where the greatest gains are yet to be made on the automated warehouse floor. Its machine-learning vision and control software provides the foundation for all its products. We have a highly international team made up of expert machine learning practitioners and dedicated software and hardware engineers which matches well with the global nature of our business. We are naturally curious, love healthy debate, and respect varying points of view. At OSARO, we strive to be champions for equality. We believe we can serve as a model for diversity in the tech industry by emphasizing policies of nondiscrimination and inclusion at every step.
We are an equal opportunity employer offering
- Health, dental, vision, and commuter benefits
- Generous vacation time
- Excellent paid parental leave policy with the option for additional reduced and unpaid leave
- The chance to work with robots in a dog friendly office!
The above full-time position is available immediately.
