Senior Customer Success Project Manager (Robotics) - US

Gideon is a company focused on revolutionizing logistics and manufacturing through advanced robotics. They are seeking a Senior Customer Success Project Manager to oversee the deployment and growth of key customer accounts, ensuring successful project execution and fostering customer relationships.

Responsibilities:

• Own the master project plan across all active sites, coordinating dependencies between customer operations, third-party vendors, and Technical Program Managers responsible for internal engineering execution
• Act as the primary point of contact across operational and executive levels
• Manage expectations proactively, de-escalate issues, and drive regular business reviews
• Maintain visibility into customer health metrics and long-term account trajectory
• Lead all customer-facing deployment activities: kickoff, onboarding, go-live, stabilization, and post-deployment optimization
• Drive adoption through structured enablement and monitor fleet performance and utilization across sites
• Identify expansion opportunities and build business cases in partnership with Sales Track and communicate customer ROI, and manage awareness of contract scopes, renewals, and expansion potential
• Serve as the customer's voice internally — translating operational needs into clear requirements for engineering and product
• Hold the TPM accountable to milestones, escalate risks early, and drive alignment across Sales, Engineering, Operations, and Product

Requirements:

• 5+ years in project/program management or customer success roles
• Experience implementing automation solutions (preferably in mobile robotics)
• Proven track record managing complex, multi-site deployments in robotics, AMR, automation, or logistics environments
• Experience with enterprise or strategic customers at both operational and executive levels
• Comfortable identifying expansion opportunities and building ROI narratives in partnership with Sales
• Structured approach to customer health, adoption metrics, and renewal/expansion cycles
• Confident handling difficult customers and high-pressure situations
• Solid enough understanding of AMR/robotics systems to lead credible customer conversations and spot operational issues
• Strong ownership mindset — you own outcomes across delivery, adoption, and growth
• Proven ability to manage complex stakeholder environments and drive change
• Comfortable operating in high-pressure, on-site environments
• Able to connect technical systems, operations, and business value
• Able to translate technical realities into business language for customer stakeholders
• Interest in learning and understanding how different parts of our robot system work (such as navigation, localization, computer vision, and others)
• ~30% (frequent travel to customer sites during key deployment and stabilization phases)
• Field service or on-site deployment background is a strong plus