Customer Success Manager

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, Locus enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity. Our industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness without the burden of significant capital investments. With proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out—Locus Robotics empowers businesses to meet peak demands and adapt to ever-changing operational needs.

As Customer Success Manager, you will serve as a trusted advisor to customers, partnering with them to maximize the impact and long-term value of Locus Robotics warehouse automation solutions. Help drive seamless adoption, operational excellence, and measurable ROI while ensuring each customer achieves sustained success, efficiency, and satisfaction. This is a dynamic, high-visibility role that will provide an opportunity to work with all technical groups within the Locus Robotics organization.

This role requires up to 50% travel to customer sites in the Toronto area, with travel to additional locations across Canada and the United States as needed.

Responsibilities

• Oversee daily operations at customer sites, ensuring seamless functionality.
• Enhance customer satisfaction during deployment and drive process improvements.
• Act as the primary contact for resolving escalated technical issues.
• Assist with warehouse mapping, preventative maintenance, and system upgrades.
• Manage change requests, keeping all stakeholders informed of schedule and budget impacts.
• Compile and analyze key performance metrics (Throughput, UPH, Lines Per Hour) for status reporting.
• Conduct post-project evaluations to assess successes and areas for improvement.
• Monitor customer site performance to ensure compliance with contractual requirements.
• Scale system capabilities to align with the customer's evolving needs.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, CIS or a related technical field.
• 5+ years' hands-on experience with 3PL, Warehouse, or logistics operations.
• Knowledge of networking and network technology, such as routers, WIFI, switches, and firewalls.
• 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.
• A valid passport and a valid driver’s license are required.
• Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.

Additional Information 

Locus Robotics is an equal opportunity employer.