Customer Success Manager - Strategic Accounts

Lucid Bots Inc. is an AI robotics company that extends human reach by building the world's most productive and responsible robots. Our robots allow people to perform dangerous and demanding tasks without putting human life and safety at risk.

Headquartered in Charlotte, we design, engineer, manufacture, and support our products domestically. Our current line of production-ready robots includes the Sherpa, a cleaning drone, and the Lavo Bot, a pressure-washing ground-based robot. Our products elevate safety and efficiency for customers all around the world. Lucid Bots was recently recognized as the fourth fastest-growing manufacturing company in the United States.

We are venture-backed, with multi-round investments from Y Combinator (S19 batch), Cubit Capital, Idea Fund Partners, Danu Ventures, and others. Learn more about our vision.

Meeting the demands of our fast-growing venture-backed startup requires commitment from every team member—a commitment to each other, to the customers, and to the broader community. Our core values guide us in how we fulfill that commitment every day:

• Lead with Compassion – Foster an inclusive and supportive environment where people feel valued and heard.
• Grow with Purpose – Embrace learning, adaptation, and intentional decision-making.
• Win as One Team – Collaborate and share ownership of our vision and outcomes.
• Be Positive Agents of Change – Take ownership and drive impactful actions.
• Pursue Extraordinary Impact – Solve meaningful problems with innovation and effort.

As a Customer Success Manager – Strategic Accounts, you’ll serve as a trusted partner and strategic advisor to our most valued clients, specifically supporting their success with our robotic hardware solutions. This role requires deep experience assisting customers with physical products—particularly in mechanical or hardware environments—where adoption, performance, and operational integration are key to customer outcomes. Your mission is to help our clients unlock maximum value from our systems by ensuring successful deployment, fostering adoption, and aligning our solutions with their business objectives. You’ll proactively build strong relationships, address complex real-world challenges, and surface actionable insights that help both our customers and internal teams thrive. You’ll report to Josh Dobbs, our VP of Customer Success, and collaborate closely with Sales, Engineering, and Product.

• Build Strategic Relationships: Develop deep, lasting partnerships with senior stakeholders across key accounts, acting as a trusted advisor and main point of contact.
• Lead Onboarding & Training: Guide new clients through a smooth, value-focused onboarding experience and provide ongoing training to ensure long-term success.
• Deliver Impact Through Data: Monitor client product usage, analyze trends, and identify ways to deliver additional value, increase retention, and improve outcomes.
• Resolve Complex Issues: Triage and manage both hardware and software issues, working across internal teams to ensure timely resolutions and proactive support.
• Drive Retention & Growth: Lead renewal conversations and identify upsell and cross-sell opportunities that solve real problems and deepen client engagement.
• Gather & Elevate Feedback: Be the voice of the customer internally, collecting insights and feedback to inform product development and customer strategy.
• Travel as Needed: Occasionally visit key clients on-site to strengthen relationships, gather context, and provide high-touch strategic support.

• A strategic thinker with a customer-first mindset and a bias toward action.
• A relationship builder who earns trust, listens deeply, and communicates with clarity and empathy.
• A tech-savvy operator who can navigate hardware/software environments and confidently explain complex technical concepts to a range of stakeholders.
• A problem solver who thrives on removing friction, unblocking issues, and delivering customer wins.
• A self-starter who thrives in ambiguity and takes initiative without waiting for instructions.
• A team player who collaborates well across departments and shares credit generously.

• 5+ years of customer-facing experience in Customer Success, Technical Account Management, or Field Support, with a strong track record supporting mechanical, robotics, or hardware-based solutions.
• Proven ability to guide customers through the deployment, adoption, and troubleshooting of physical systems, ideally in manufacturing, logistics, or industrial environments.
• Strong technical acumen with the ability to understand and explain mechanical/electromechanical systems, and effectively communicate feedback between customers and engineering teams. prior experience with robotics or related tech is a big plus.
• Exceptional written and verbal communication skills, including with executive-level stakeholders.
• Experience using CRM tools and platforms (e.g., HubSpot, Salesforce, etc.).

• Customer Health: Achieve strong customer retention and satisfaction scores across strategic accounts.
• Value Realization: Clients are fully onboarded, trained, and regularly leveraging key product features that align with their business objectives.
• Growth Metrics: Identify and close upsell/cross-sell opportunities that create mutual value.
• Product Feedback Loop: Deliver actionable insights to internal teams that improve the product and user experience.
• Customer Advocacy: Cultivate customer champions who are excited to renew, expand, and promote Lucid Bots.

• Join a category-defining robotics startup solving real-world problems with frontier tech.
• Work with mission-driven teammates who are humble, sharp, and collaborative.
• Be part of a growing team where you’ll have real ownership and the ability to shape our future.
• Support companies in making their operations safer, smarter, and more sustainable.
• Learn more in one year than most people do in five—this is a career accelerant.

• Health, dental, and vision insurance
• 3% retirement match
• 15 days of paid time off (PTO)
• 11 paid holidays
• Employee stock option plan
• Additional perks as part of our fast-growing, high-impact team

We encourage you to respond to Josh’s video with your own short video (under 2 minutes) explaining why you’re excited about this opportunity and why you’d be a great fit for Lucid Bots. This is a chance to introduce yourself in a way that goes beyond your resume!

If you’re not sure where to record, you can use a tool like Loom.