[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. HappyRobot builds AI workforce infrastructure for enterprises. The Customer Success Manager owns post-sale relationships with enterprise customers, drives measurable value and adoption, and helps expand AI workflows across customers’ organizations.

Responsibilities

• Own a portfolio of large enterprise accounts and act as the primary day-to-day and executive-level contact
• Drive adoption and time-to-value by defining success metrics with each customer, such as resolution time, load coverage, calls automated, and cost savings
• Run regular business reviews that translate performance data into clear business outcomes and next steps
• Identify and lead expansion opportunities into new use cases, business units, and geographies, partnering closely with Sales
• Partner with forward-deployed engineers and deployment strategists to scope, launch, and iterate on new workflows
• Monitor account health, anticipate risk, and lead renewals with a clear view of value delivered
• Capture customer feedback and turn it into actionable input for Product and Engineering
• Build repeatable playbooks, onboarding materials, and best practices as the Customer Success function scales

Skills

• 4 to 7 years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS or technology company, with experience managing enterprise accounts
• A track record of driving adoption, retention, and expansion, with comfort owning renewal and growth targets
• Strong executive presence and the ability to communicate with both operators on the floor and C-level stakeholders
• Comfort with data. You can read usage and performance metrics, build a clear narrative around them, and recommend next steps
• Technical curiosity. You do not need to code, but you should be comfortable discussing integrations, APIs, workflows, and AI concepts with customers and engineers
• A bias for ownership and speed, with the ability to thrive in ambiguity at a fast-growing startup
• Hands-on logistics, freight, or supply chain experience (for example at a freight broker, 3PL, carrier, shipper, or logistics technology company), ideally managing large, multi-stakeholder accounts
• Experience with AI, automation, or voice products
• Familiarity with TMS, WMS, or CRM systems
• Spanish, Portuguese, or another language, given our LatAm and international customer base
• Prior experience at an early-stage or high-growth startup

Benefits

• Offers Equity
• Offers Bonus
• Comprehensive benefits including healthcare, dental, and vision coverage.
• Have ownership and autonomy of projects and are encouraged to ship.

Company Overview