Customer Success Program Manager Jobs in Natick, MA

We're redefining how robots are deployed. Our platform enables users to simulate, test, and optimize entire robotic systems in parallel. By removing the barriers that have kept advanced robotics out of reach for all but the largest players, we're ushering in a new era of manufacturing—one where mass reshoring is not only viable, but inevitable.

We are looking for a Customer Success Program Manager to serve as the critical link between our customers and internal teams. In this role, you will own the end-to-end coordination of customer-driven initiatives, ensuring that requests, escalations, and strategic priorities are tracked, communicated, and delivered with excellence. You will act as a trusted partner to customers while driving alignment and accountability across Sales, Application Engineering, Product, Support, and other internal stakeholders.

Customer Engagement & Relationship Management

• Serve as the primary program-level point of contact for assigned customers, building trusted relationships across customer stakeholders from end users to executive sponsors.
• Lead regular customer touchpoints — including business reviews, status calls, and project check-ins — to communicate progress, surface risks, and align on priorities.
• Translate customer needs, feedback, and escalations into clearly defined internal initiatives with measurable outcomes and timelines.
• Proactively communicate updates, blockers, and milestone achievements to customers in a clear, professional manner.
• Partner with Sales, Customer Success Management, and Application Engineering to support renewals, expansions, and overall customer health.
• Willingness to travel to customer sites for key engagements, business reviews, and relationship-building activities.

Cross-Functional Program Management & Delivery

• Maintain a centralized view of all active customer-driven initiatives, ensuring each has a clear owner, timeline, and success criteria.
• Facilitate cross-functional stand-ups, working sessions, and alignment meetings with Sales, Application Engineering, Product, Support, and Operations teams.
• Track initiative progress against committed timelines; proactively identify risks, surface blockers, and drive resolution before they impact customers.
• Manage and control scope creep by documenting requests, establishing change control processes, and communicating tradeoffs to stakeholders.
• Build and maintain program dashboards, status reports, and documentation to provide real-time visibility into customer initiative health.
• Identify patterns across customer requests to inform product roadmap discussions and process improvements.
• Lead through influence without authority, driving accountability across teams that do not report directly to this role.

Process Design & Operational Excellence

• Design and implement scalable processes for intake, prioritization, and delivery of customer requests across internal teams.
• Define and document escalation paths, ensuring issues are routed to the right teams with appropriate urgency and follow-through.
• Conduct post-delivery retrospectives with internal teams and customers; capture lessons learned and implement process improvements.
• Align delivery timelines with software release schedules, support cycles, and organizational planning horizons.
• Monitor and report on key program health metrics including on-time delivery, customer satisfaction, and resolution time.

Requirements

• 5–7+ years of experience in program management, customer success, or a related customer-facing role.
• Demonstrated ability to manage complex, cross-functional initiatives from inception through delivery.
• Proven track record of building strong customer relationships and managing stakeholder expectations with confidence and diplomacy.
• Strong project management skills, including planning, risk identification, prioritization, and status reporting.
• Ability to influence outcomes and drive accountability without direct reporting authority.
• Exceptional written and verbal communication skills, including the ability to tailor messaging for technical and non-technical audiences.
• Experience working comfortably across multiple concurrent programs and customer accounts.
• High degree of personal accountability, attention to detail, and ownership mindset.
• Proficiency with Jira and HubSpot, or similar project management and CRM tools.
• Willingness to travel as needed to support customer engagements and on-site visits.

• Bachelor’s Degree in Business, Engineering, or a related field preferred.
• PMP, CSM, or equivalent project/program management certification.
• Experience in a SaaS, technology, or industrial software environment.
• Exposure to manufacturing, industrial automation, or robotics customer environments.
• MBA or relevant graduate degree.

Benefits

• Competitive Healthcare Coverage
• Unlimited PTO
• Commuting Expenses Covered
• Telecommunications Stipend
• 401k Match
• HSA Employer Contribution

Realtime Robotics, Inc. located at 27 Wormwood St Ste 110, Boston, MA 02210 is an equal opportunity employer. All candidates must be legally authorized to work in the United States now and in the future.