Customer Success Manager / Program 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 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.