The Senior Customer Success Manager builds relationships with enterprise clients, manages project implementations, drives user adoption, ensures client satisfaction, and collaborates cross-functionally to prevent churn and promote account growth.
Field AI is transforming how robots interact with the real world. We are building risk-aware, reliable, and field-ready AI systems that address the most complex challenges in robotics, unlocking the full potential of embodied intelligence. We go beyond typical data-driven approaches or pure transformer-based architectures, and are charting a new course, with already-globally-deployed solutions delivering real-world results and rapidly improving models through real-field applications.
We are seeking a dedicated and proactive Senior Customer Success Manager (Sr. CSM) to play a pivotal role in building and nurturing strong, long-term relationships with our enterprise clients. As the primary point of contact post-sales, you will ensure that customers achieve their desired outcomes while maximizing the value they derive from our cutting-edge robotic solutions. This role is essential for driving customer satisfaction, retention, and expansion, as you work closely with clients to support their goals, optimize user adoption, and protect against churn. This is a unique career opportunity to join a rapidly growing company and contribute to the success of enterprise clients in a dynamic, fast-paced environment. Please note that we anticipate hiring for this role towards the end of Q2.
What You'll Get To Do
- Relationship Management
- Build and sustain long-term relationships with enterprise clients
- Understand client business goals and provide strategic guidance
- Represent Field AI as the primary point of contact
- Project Management
- Manage initial robot deployments for clients
- Ensure successful project implementation and client satisfaction
- Churn Protection
- Drive user adoption of Field AI solutions
- Deliver continuous value to prevent churn risks
- Ensure clients maintain long-term engagement with the product
- Customer Trusted Advisor
- Develop strong relationships with key customer stakeholders and executives
- Collaborate with Product on creating and executing a customized Field AI roadmap
- Ensure high ROI and successful outcomes for clients
- Expansion
- Identify and act on opportunities for account growth
- Influence and accelerate customer expansions
- Collaborate with Sales and Product teams for timely recommendations
- Customer Advocacy
- Serve as the voice of the customer within Field AI
- Provide customer feedback to Sales, Engineering, and Product teams
- Drive improvements based on customer insights
- Process Development
- Develop and refine internal Customer Success processes and templates
- Implement best practices for consistent service delivery
- Reporting
- Monitor customer health metrics and KPIs
- Proactively address risks and opportunities
- Report monthly on customer status, risks, and opportunities
- Cross-Functional Collaboration
- Work closely with Sales, Product, Engineering, and Support teams
- Ensure a seamless and exceptional end-to-end customer experience
What You Have
- Bachelor’s degree in Business, Engineering, or a related field
- 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
- Proven success in managing and growing enterprise-level accounts, with a focus on customer retention and expansion
- Exceptional written and verbal communication skills, with the ability to engage stakeholders at all levels.
- Proven ability to build strong relationships and drive customer satisfaction.
- Strong problem-solving skills and experience navigating complex customer environments.
- Experience leading both technical and non-technical project teams across functional areas.
- Strong work ethics, highly self-motivated, and able to work independently while managing multiple priorities.
- Strong analytical skills to interpret data and make data-driven decisions.
- Knowledge of Customer Success best practices and a commitment to continuous improvement.
- Excellent organizational and project management skills, with a track record of successful cross-functional collaboration.
Compensation and Benefits
Our salary range is between ($70,000 - $200,000 annual), but we take into consideration an individual's background and experience in determining final salary; base pay offered may vary considerably depending on geographic location, job-related knowledge, skills, and experience. Also, while we enjoy being together on-site, we are open to exploring a hybrid or remote option.
Why Join Field AI?
We are solving one of the world’s most complex challenges: deploying robots in unstructured, previously unknown environments. Our Field Foundational Models™ set a new standard in perception, planning, localization, and manipulation, ensuring our approach is explainable and safe for deployment.
You will have the opportunity to work with a world-class team that thrives on creativity, resilience, and bold thinking. With a decade-long track record of deploying solutions in the field, winning DARPA challenge segments, and bringing expertise from organizations like DeepMind, NASA JPL, Boston Dynamics, NVIDIA, Amazon, Tesla Autopilot, Cruise Self-Driving, Zoox, Toyota Research Institute, and SpaceX, we are set to achieve our ambitious goals.
Be Part of the Next Robotics Revolution
To tackle such ambitious challenges, we need a team as unique as our vision — innovators who go beyond conventional methods and are eager to tackle tough, uncharted questions. We’re seeking individuals who challenge the status quo, dive into uncharted territory, and bring interdisciplinary expertise. Our team requires not only top AI talent but also exceptional software developers, engineers, product designers, field deployment experts, and communicators.
We are headquartered in always-sunny Mission Viejo (Irvine adjacent), Southern California and have US based and global teammates.
Join us, shape the future, and be part of a fun, close-knit team on an exciting journey!
We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates and employees are always evaluated based on merit, qualifications, and performance. We will never discriminate on the basis of race, color, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.
FieldAI Irvine, California, USA Office
Irvine, California, United States, 92602
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