Customer Success Manager

About HappyRobot HappyRobot is the infrastructure for enterprises to build and orchestrate AI workforces. Our AI workers don't just communicate through voice and email - they make decisions, take action, and run operations autonomously across entire enterprise systems. Born in Y Combinator (S23) and backed by a16z, Base10, Prysm Capital and Eurazeo with over $200M raised, we power critical operations for global enterprises worldwide. Our platform is battle-tested in the most demanding environments, where AI has real consequences. We started in logistics, built our own voice stack, models, and orchestration layer from the ground up, and are now bringing that infrastructure to every enterprise that runs the real economy. Learn more about our vision in our manifesto. The Role As a Customer Success Manager, you will own the post-sale relationship with a portfolio of large, enterprise customers. You will make sure each customer sees real, measurable value from their AI workforce, and then help them expand it to new workflows, teams, and regions. You will work side by side with our forward-deployed engineers, deployment strategists, and account executives, and you will be the voice of the customer inside HappyRobot. This is a strategic role, not a support role. Our customers are adopting a new kind of technology, and you will guide them from first deployment to a fully scaled AI operation. We are especially interested in candidates with a logistics background who can earn the trust of large, complex organizations and speak the language of their operations teams. What You Will Do Own a portfolio of large enterprise accounts and act as the primary day-to-day and executive-level contact. Drive adoption and time-to-value by defining success metrics with each customer, such as resolution time, load coverage, calls automated, and cost savings. Run regular business reviews that translate performance data into clear business outcomes and next steps. Identify and lead expansion opportunities into new use cases, business units, and geographies, partnering closely with Sales. Partner with forward-deployed engineers and deployment strategists to scope, launch, and iterate on new workflows. Monitor account health, anticipate risk, and lead renewals with a clear view of value delivered. Capture customer feedback and turn it into actionable input for Product and Engineering. Build repeatable playbooks, onboarding materials, and best practices as the Customer Success function scales. What You Bring 4 to 7 years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS or technology company, with experience managing enterprise accounts. Preferred: Hands-on logistics, freight, or supply chain experience (for example at a freight broker, 3PL, carrier, shipper, or logistics technology company), ideally managing large, multi-stakeholder accounts. A track record of driving adoption, retention, and expansion, with comfort owning renewal and growth targets. Strong executive presence and the ability to communicate with both operators on the floor and C-level stakeholders. Comfort with data. You can read usage and performance metrics, build a clear narrative around them, and recommend next steps. Technical curiosity. You do not need to code, but you should be comfortable discussing integrations, APIs, workflows, and AI concepts with customers and engineers. A bias for ownership and speed, with the ability to thrive in ambiguity at a fast-growing startup. Nice to Have Experience with AI, automation, or voice products. Familiarity with TMS, WMS, or CRM systems. Spanish, Portuguese, or another language, given our LatAm and international customer base. Prior experience at an early-stage or high-growth startup. Why Join Us Join a world-class team of engineers and builders. Backed by top investors including a16z, Y Combinator, Base10, Prysm Capital, and Eurazeo. Have ownership and autonomy of projects and are encouraged to ship. Comp…

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