Enterprise Customer Success Manager (Robotics)

Enterprise Customer Success Manager (Robotics) Watertown, MA Job Details Full-time $100,000 - $140,000 a year 11 hours ago Benefits Unlimited paid time off Dental insurance Qualifications Project team coordination Managing customer accounts Stakeholder engagement Customer relationship building Robotic systems 5 years Identifying new business opportunities Client relationship development Risk mitigation strategy implementation ROI B2B Manufacturing Senior level Cross-functional collaboration Account management Cross-functional team management Manufacturing company experience Communication skills Stakeholder relationship building Cross-functional communication Stakeholder management Full Job Description The Company Tutor Intelligence is building the technology and processes to let robots go where they've never gone before: the average American factory and warehouse. We understand that general-purpose and generally intelligent robots are going to be built in our lifetimes, and we're not content to sit on the sidelines. Founded by MIT alumni and backed with over $40M in funding by leading investors in AI and robotics, Tutor combines human and artificial intelligence to build something greater than the sum of its parts — a Tutor Intelligence. As an AI software company that deploys its inventions directly into the facilities that need them, every line of code, process change, and decision at Tutor has a direct impact on the physical economy. The Role We're looking for an experienced Enterprise Customer Success Manager to own and grow relationships with our most strategic customers. In this role, you will act as a trusted advisor to senior operations and executive stakeholders, ensuring successful deployment, adoption, and long-term value realization of Tutor's robotic systems. You will take ownership of complex, multi-site customer engagements—driving alignment between customer goals and Tutor's capabilities, while orchestrating cross-functional teams to deliver outcomes in dynamic, real-world environments. This role sits at the intersection of robotics, operations, and strategic partnership. Beyond day-to-day success, you will play a critical role in shaping how enterprise customers adopt robotics at scale, influencing product direction, deployment strategy, and long-term account growth. Responsibilities Own executive relationships across enterprise accounts, from site-level operators to senior operations and business leaders, acting as a strategic partner in robotics adoption. Drive customer outcomes and ROI, aligning Tutor deployments to customer business goals (throughput, labor efficiency, uptime, etc.) and ensuring measurable value realization. Manage complex deployments and programs, including multi-site rollouts, stakeholder alignment, and long-term success planning. Serve as the voice of the customer, translating operational insights into actionable feedback for product, engineering, and operations teams. Lead cross-functional coordination across support, maintenance, engineering, and GTM teams to proactively resolve issues and improve system performance. Own account health and risk management, proactively identifying risks, driving mitigation plans, and ensuring long-term retention. Identify and drive expansion opportunities, partnering with Account Executives to grow deployments and deepen customer relationships. Build scalable processes and playbooks for enterprise customer success as Tutor expands its footprint. Requirements 5+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or similar customer-facing roles in a B2B environment. Experience managing enterprise or strategic accounts, including navigating complex stakeholder environments. Strong systems thinking and technical curiosity; comfortable operating at the intersection of software, hardware, and real-world operations. Proven ability to drive outcomes and influence without authority across cross-functional teams. Excellent communication skills, with the ability to engage both frontline operators and executive stakeholders. Experience managing complex, multi-threaded customer engagements or deployments. Comfortable operating in fast-paced, ambiguous environments with evolving products and processes. Willingness to spend time on-site with customers to deeply understand operational environments. Nice to haves (zero or more) Experience with robotics, automation, hardware, IoT, or operational technology. Background in warehouse, manufacturing, or industrial environments. Experience scaling customer success processes in a high-growth company. Exposure to multi-site enterprise rollouts or program management. Interest in robotics and the future of physical AI. Why This Role Is Unique Own some of Tutor's most strategic customer relationships, shaping how robotics is adopted at scale in real-world operations. Work at the intersection of cutting-edge AI and physical systems, where success is measured not just in software metrics, but real-world operational impact. Be a key player in defining how enterprise customer success works for robotics, building the playbook from the ground up. Operate in a highly cross-functional role with direct influence on product, engineering, and go-to-market strategy. Join during a period of rapid growth, where your impact will directly shape both customer outcomes and company trajectory. Tutor Intelligence is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building a diverse and inclusive team. All offers include fully covered health + dental and unlimited PTO.