Customer Success Manager / Program Manager

Locus Robotics is transforming how the world’s leading brands run their warehouses, using AI and advanced robotics to move faster, smarter, and more efficiently than ever before. Our LocusONE platform powers autonomous mobile robots that integrate seamlessly into existing operations, helping teams scale quickly, reduce costs, and keep up with growing demand.

Trusted by more than 150 leading retail, healthcare, 3PL, and industrial organizations across 350+ sites worldwide, we deliver real, measurable impact every day. Our Robots-as-a-Service model removes barriers to adoption and drives continuous innovation, giving customers the flexibility to adapt as their operations evolve. At Locus, you are working on technology that is actively reshaping supply chains and solving complex, real-world challenges at scale.

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.

Responsibilities

• 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.
• Other duties as required.

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. 

Additional Information 

Locus Robotics is an equal opportunity employer. 

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