Customer Success Director

At Path Robotics, we're building the future of embodied intelligence. Our AI-driven systems enable robots to adapt, learn, and perform in the real world closing the skilled labor gap and transforming industries. The CSM Director is the business partner for every Path customer and the voice of the customer inside Path, accountable for adoption, retention, and the performance data that proves the product is paying off on the floor. The role demands strong value-stream manufacturing skills, strong analytics, and strong organization and standard practice for the team.

Responsibilities

Lead the CSM team across cell types (UP, TC, Defense) and set a standard playbook from signature to renewal: kick-off, design, build, FAT, deployment, safe launch, production; Own the CSM role at FAT: customer experience, reviewing FAT documents with the DPM, and the talk track for outstanding items; Run Executive Business Reviews with customers; keep accurate notes on performance, risks, and trends; Translate internal engineering communication into customer-safe language; manage day-to-day channels; Advise Product on roadmap priority by production impact and Voice of the Customer, not just technical severity; Define SLA bounds and the escalation playbook for quality issues, partnering with the internal teams for root cause analysis; Coordinate new part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering; Support renewals and upsells with validated performance data; marshal customer use cases for marketing

Requirements

10+ years in customer success, account management, or operations leadership in industrial manufacturing or automation; 5+ years leading a team; Value-stream and lean manufacturing fluency; able to read a customer's production data and tell the story behind it; Strong analytics and reporting discipline; has built account health metrics and review cadences before; Executive presence with plant managers and VPs; comfortable owning difficult conversations about gaps and metrics

Benefits

Daily free lunch; Flexible PTO; Comprehensive medical, dental, and vision coverage; 6 weeks fully paid parental leave, plus an additional 6–8 weeks for birthing parents (12–14 weeks total); 401(k) retirement plan through Empower; Generous employee referral bonuses