Customer Success Manager

 

Group: Tompkins Robotics

Location: Orlando, Fl | Remote Office

Position Type: Full Time | Exempt

Travel: Up to 40% or as needed for customers, onboarding, projects, or escalations 

The Customer Success Manager (CSM) is responsible for ensuring long term customer satisfaction, adoption, and value realization following system deployment. This role serves as the primary post go live relationship owner, acting as the bridge between customers and internal teams including Support, Engineering, Product, Project Management, and Operations. 

The ideal candidate is systems savvy, customer focused, and operationally minded, with the ability to understand technical environments while proactively driving outcomes that improve customer retention and expansion.  

It is important to note that this is a new role within the organization and the roles and responsibilities will evolve. 

 

Key Responsibilities: 

  • Customer Ownership & Relationship Management.

  • Serve as the primary point of contact for assigned customers, both end suer and integration partners, after go live.

  • Build strong, trusted relationships with customer stakeholders at multiple levels.

  • Understand each customer’s business goals and ensure solutions are delivering or exceeding expect system value.

  • Conduct regular customer health reviews, success check ins, and business reviews. 

Adoption, Value & Retention 

  • Drive product and system adoption by identifying usage gaps and recommending improvements. 

  • Monitor customer health indicators and proactively address risks to satisfaction or retention.

  • Partner with customers to define success metrics and track progress over time.

  • Identify and drive upsell, expansion, systems upgrades. and IT hardware upgrades and renewal of support contracts as well as coordinate with Sales and Leadership as needed. 

Cross Functional Coordination 

  • Act as the customer advocate internally, ensuring issues and feedback are clearly communicated.

  • Collaborate with Support and Software Engineering and Robotics Teams with escalations, root cause analysis, and resolution plans.

  • Work with Product and Engineering to relay customer feedback, enhancement requests, and trends.

  • Ensure smooth handoffs between Implementation, Support teams.

  • Work with After Market Parts and Services team on RMAs and Life Cycle Service renewals and scheduling 

Issue Management & Escalation 

  • Coordinate cross functional response plans for high impact issues and manage through resolution 

  • Provide clear status updates and post incident reviews to customers.

  • Ensure full customer adoption of their responsibilities including maintenance, training, and proper operation of the system 

Process & Continuous Improvement 

  • Contribute to the development and improvement of Customer Success processes and playbooks. 

  • Help define and implement best practices for customer engagement, onboarding, and ongoing support.

  • Maintain accurate customer records, health scores, and activity tracking in CRM or ticketing systems.

  • Ensure teams are meeting their SLAs with regards to incident response times, incident resolution targets, closing out problem tickets 

  • Work with After Market Parts and Services team to ensure organization is properly servicing customer spare parts inventory 

 

Required Qualifications 

  • Bachelor’s (STEM) degree.

  • 5+ years of experience in Customer Success, Technical Account Management, Systems Support, or Enterprise Software Support.

  • Strong understanding of technical systems, software platforms, or integrated solutions.

  • Experience working with customer management and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow, Jira, etc.).

  • Proven ability to manage complex customer relationships in a B2B or enterprise environment.

  • Excellent written and verbal communication skills, including executive level communication.

  • Strong problem solving skills with the ability to navigate ambiguity. 

  

Preferred Qualifications 

  • Experience supporting or managing customers in automation, robotics, supply chain, SaaS, or enterprise software environments. 

  • Background working closely with customers and internal Engineering, Project Management, Product, and Systems teams.

  • Experience managing escalations and executive level customer interactions.

  • Familiarity with KPIs such as customer health scoring, retention, adoption, and NPS. 

  

Personal Attributes 

  • Ability balance a Customer first mindset with an organizational success focus to ensure we are maximizing customer satisfaction with the best interest of Tompkins Robotics

  • A strong sense of ownership and accountability.

  • Comfortable balancing technical details with business outcomes.

  • Highly organized, proactive, and able to manage multiple customer relationships simultaneously.

  • Collaborative and calm under pressure, especially during escalations.

  • Comfortable working in a growing organization where processes are still being refined.

Why This Role Matters 

The Customer Success Manager plays a critical role in protecting and growing customer relationships by ensuring customers receive ongoing value from their systems long after deployment. This role directly impacts customer satisfaction, retention, and long term success.

Tompkins Robotics is focused on the robotic automation of distribution operations. Our primary system tSort consist of autonomous mobile robots that sort a wide range of items and parcels to consolidation points. tSort is the world’s first portable, automated material handling sortation system that is creating a huge paradigm shift in the supply chain and how the basic distribution function of order fulfillment is accomplished. We continue to expand this core system with complementary robotic systems to automate processes in fulfillment operations. Our systems maximize performance with mobile, scalable, flexible, and portable robotics solutions. We create profit and value for our clients; making them more agile and adaptable to the highly dynamic changes in the marketplace. 

 

About Tompkins Robotics

Tompkins Robotics is a business unit of Tompkins International, is focused on the robotic automation of distribution operations. Our primary system t-Sort consists of autonomous mobile robots. t-Sort is the world’s first portable, automated material handling sortation system that is creating a huge paradigm shift in the supply chain. It is revolutionizing how the basic distribution function of order fulfillment is accomplished for our customers. Applications include ecommerce, store replenishment, returns, parcel sortation and unique functions like retail store fulfillment for local ecommerce and Buy Online Pickup In-Store orders. We continue to expand this core system with complementary robotic systems to automate processes in fulfillment operations. Our systems maximize performance with mobile, scalable, flexible, and portable robotics solutions. We create profit and value for our clients, making them more agile and adaptable to the highly dynamic changes in the marketplace.

 

To Apply:

Please send your resume and a cover letter detailing your relevant experience to jobs@tompkinsrobotics.com. In your email, include examples of past sales successes and how your skills align with the job requirements. We look forward to reviewing your application.