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Customer Success Manager (Midwest US)

ID:  2848
Function:  Operations

Ann Arbor, MI, US Frankfort, MI, US Westfield, IN, US Topeka, KS, US Lake Zurich, IL, US Richardson, TX, US Chaska, MN, US Cincinnati, OH, US Lees Summit, MO, US

Customer Success Manager, North America

Do you have a passion for helping small businesses overcome challenges with robotics and automation? Would you like to help change the way a global robotics company supports its end users? Could you see yourself growing at the industry leader of collaborative robots? You might just be our new Customer Success Manager (CSM) at Universal Robots!


Company Overview

Universal Robots (UR) develops and sells industrial robots that automate and streamline monotonous and repetitive industrial processes. UR enables companies to assign their staff to jobs they enjoy; jobs that provide them with a challenge and add value to the company.

UR automates production processes throughout industry, their small and flexible robots have quickly gained a global foothold. Small, medium-sized, and large companies have discovered the advantages of using these modern, highly flexible robots that can easily be moved between different workstations within the production area.


Position Overview

The Customer Success Manager in North America will report to the Head of Customer Service. You will be part of a Global Service Organization reinventing the way robot users get started and deploy their robotic cells. As the CSM, you will engage with new end users to ensure they get their projects started on the right foot and be there to help them deploy their applications with confidence. You will be key to ensuring our customers have a delightful deployment experience throughout their journey with Universal Robots. This role requires a deeply empathetic individual with a background in automation and a knack for coordinating multiple stakeholders with divergent priorities. 

We are looking for candidates in the Eastern or Central US time zones.  This position is 100% remote although we prefer someone in the greater Ann Arbor area.  


What you will do

  • Be the champion of the customer and ensure excellence in service and support.
  • Onboard new customers and facilitate a running start to their projects.
  • Provide expert application review of end user applications to maximize success.
  • Continually meet with customers on a regular basis and be responsive to problems that may arise.
  • Work with customer care, product management, quality, regional service teams, distributors, and system integrators to enable customer success and when needed, quickly resolve customer problems.
  • Assess customer satisfaction following service recovery efforts, routine engagement with UR and distributors to identify opportunities to improve customer satisfaction and ensure that customers reach their desired outcome when using a UR robot.
  • Deliver the voice of the customer to help shape the next generation of collaborative automation and support efforts.


What we are looking for

  • 3-5 years of customer facing experience in industrial automation or a related field.
  • A bachelor’s degree or higher in a relevant technical subject.
  • Excellent communication skills and experience presenting to customers and management.
  • Experience supporting customers in both commercial and technical capacities.
  • Experience working with customer relationship management (CRM) tools.
  • Experience deploying automation cells in various environments is a strong plus.
  • Ability to travel both internationally and domestically (10-15%)
  • This job requires the individual to be fully vaccinated against COVID-19 or be tested regularly.



Join us on a great journey in the world of robotics! 

You will be empowered to help make Universal Robots a success. You will be given responsibility and can take responsibility. We trust our employees to make educated decisions that benefit the organization.

We are a diverse group of smart, creative people working at the forefront of collaborative robotics. Our robotic arms help our customers improve productivity and profitability and create a safer work environment.
Together, we find innovative solutions to some of the most important manufacturing issues facing businesses today. And we dare to do what others find impossible – working towards making leading-edge technologies a reality for businesses of all sizes.


Universal Robots is a wholly owned subsidiary of Teradyne


Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit

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