[Hiring] Customer Success Manager / Program Manager @Locus Robotics

Role Description

As a Customer Success Manager / Program Manager, you will collaborate closely with European customers to ensure their success and build strong, long-term partnerships through the Locus Robotics solution. This is a dynamic, high-visibility role that offers the opportunity to collaborate across all technical teams within the Locus Robotics organization. You will bring a unique blend of project management, training, leadership, and relationship management expertise to drive customer success and ensure exceptional outcomes for Locus Robotics’ clients.

• Provide daily operational support for customers sites to ensure smooth system performance.
• Manage customer satisfaction throughout the deployment period and contribute to continuous process improvements.
• Act as the primary point of contact for escalated technical issues, ensuring timely resolution.
• Support key technical tasks, including warehouse mapping, preventative maintenance, and system upgrades.
• Facilitate change requests, clearly communicating impacts on project timelines and budgets to all stakeholders.
• Prepare and deliver status reports by collecting, analyzing, and summarizing key operational metrics (e.g., Throughput, UPH, Lines Per Hour).
• Conduct post-project reviews to evaluate successes, identify areas for improvement, and capture lessons learned.
• Monitor site performance to ensure contractual goals and service levels are consistently met.
• Drive system scalability to support the customer’s evolving business needs.
• Perform other duties as required to support project and customer success.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, CIS or a related technical field.
• 3+ years' hands-on experience with 3PL, Warehouse, or logistics operations.
• Ability to communicate technical/complex information both verbally and in writing.
• Aptitude to multitask and respond to emergency situations effectively.
• Knowledge of and interest in diverse technical topics, including software, hardware, and robotics.
• Self-motivated and able to solve problems independently and in customer settings.
• Ability to travel up to 30% throughout EMEA is required.
• Proficient English and native German written and verbal communications skills required to collaborate effectively with internal and external teams.

Company Description

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Powered by LocusONE, an AI-driven platform, our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease.

• Trusted by over 150 industry leading retail, healthcare, 3PL, and industrial brands in over 350 sites worldwide.
• Enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity.
• Industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness.
• Proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out.