Customer Success Manager

Customer Success Manager

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease. Locus Robotics is a leader in the rapidly growing eCommerce order fulfillment optimization space. Our solution helps warehouse owners attain 2-3X efficiency improvement over cart-picking operations, by empowering pickers to work collaboratively with our robots. All this is accomplished while integrating with the operator's Warehouse Management System, utilizing and optimizing existing facility infrastructure.

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.

Are you ready to help global brands unlock the full value of robotics automation in their warehouses? As a Customer Success Manager, you'll drive success for customers in Mexico, leading the rollout of cutting-edge warehouse automation solutions. You'll turn complex deployments into seamless operations, working closely with technical teams to deliver lasting impact. Your skills in project management, relationship-building, and technical aptitude will be key to long-term customer satisfaction. This is an opportunity to join an elite team at the forefront of innovation, delivering transformative logistics solutions to industry leaders.

We are only accepting local candidates in the Mexico City, Mexico metro area. This role requires approximately 50%-75% travel in Mexico with up to 5% travel to the United States. A valid Mexican passport and a valid Mexico driver's license are required. 100% bilingual (English/Spanish) - Ability to communicate technical/complex information both verbally and in writing both in English and Spanish. Only resumes submitted in English will be considered.

Responsibilities

• Oversee daily operations at customer sites, ensuring seamless functionality.
• Lead project management, technical delivery, and customer relationship-building to ensure successful, scalable, and high-performing robotic solutions.
• Establish and execute clear communication plans; deliver regular, data-driven status updates to stakeholders.
• Responsible for the full lifecycle of Locus Robotics warehouse automation deployments, managing everything from planning and installation to post-launch support.
• Perform post-project evaluations to capture lessons learned and identify areas for continuous improvement.
• Conduct on-site preventive maintenance, diagnostics, testing, repairs, and system upgrades; manage service documentation, RMA, and support tickets (Salesforce).
• Act as the primary technical escalation point, providing both on-site and remote support for troubleshooting, mapping, and system improvements.

Qualifications

• Bachelor's degree in Industrial Engineering, Computer Science, Information Systems, Business Administration, Project Management, or related technical field.
• 5+ years of hands-on experience with Project Management.
• 5+ years of experience with WMS (Warehouse Management Systems).
• 5+ years of experience in 3PL, logistics and supply chain.
• Strong experience managing outward-facing project teams involving dedicated cross functional staff, client resources, and outside vendors.
• Knowledge of network technology, such as routers, WIFI, switches, and firewalls.
• Familiar with electrical and mechanical troubleshooting.
• Physically capable of lifting up to 50 lbs. and performing frequent bending, lifting, walking, and reaching tasks.
• A valid Mexican passport and a valid Mexico driver's license are required.
• Excellent written and verbal English/Spanish communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.

Locus Robotics is an Equal Opportunity Employer.