Customer Success Manager

The Role

As a Customer Success Manager, you will own the post-sale relationship with a portfolio of large, enterprise customers. You will make sure each customer sees real, measurable value from their AI workforce, and then help them expand it to new workflows, teams, and regions. You will work side by side with our forward-deployed engineers, deployment strategists, and account executives, and you will be the voice of the customer inside HappyRobot.

This is a strategic role, not a support role. Our customers are adopting a new kind of technology, and you will guide them from first deployment to a fully scaled AI operation. We are especially interested in candidates with a logistics background who can earn the trust of large, complex organizations and speak the language of their operations teams.

What You Will Do

• 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.

What You Bring

• 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.
• Preferred: 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.
• 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.

Nice to Have

• 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.

Extreme Ownership

We take full responsibility for our work, outcomes, and team success. No excuses, no blame-shifting. If something needs fixing, we own it and make it better. This means stepping up, even when it is not “your job.” If a ball is dropped, we pick it up. If a process is broken, we redesign it. We do not wait for someone else to solve it. We lead with accountability and expect the same from those around us.

Craftsmanship

Putting care and intention into every task, striving for excellence, and taking deep ownership of the quality and outcome of your work. Craftsmanship means never settling for “just fine.” We sweat the details because details compound. We aim to deliver jaw-dropping outcomes by being curious, meticulous, and proud of what we build, even when nobody is watching.

We are “majos”

Be friendly and have fun with your coworkers. Always be genuine and honest, but kind. “Majo” is our way of saying: be a good human. Be approachable, helpful, and warm. We give feedback with kindness, challenge each other with respect, and celebrate wins together without ego.

Urgency with Focus

Create the highest impact in the shortest amount of time. Move fast, but in the right direction. We prioritize ruthlessly, act decisively, and stay aligned. We are running a high-speed marathon, not a sprint with no strategy.

Talent Density and Meritocracy

Hire only people who can raise the average; exceptional performance is the passing grade. Ability trumps seniority. We reward contribution, not titles or tenure.

First-Principles Thinking

Strip a problem to physics-level facts, ignore industry dogma, and rebuild the solution from scratch. We do not copy-paste solutions.