US Customer Success Manager

Key Responsibilities

• Lead and develop a team of Site Deployment team in the US — hire, and coach them through live customer deployments.
• Build the operator training program and certification framework — Robot Operator Guide, Technician / Forward Deployment Guide (FAQ + structured troubleshooting), and trainer certification criteria.
• Own the end-to-end site readiness process for every customer engagement — site readiness checklist completed before robot arrival.
• Maintain a standardized deployment timeline document for every engagement, covering setup, operation, and teardown.
• Ensure site safety induction is completed by every Robot operator before accessing any construction site — enforce PPE, exclusion zones, and GC safety protocols.
• Operate as the primary on-call escalation for live deployments — track issues and bugs from robot operations, follow the escalation matrix, and drive query resolution against an on-call first-response SLA.
• Deliver a structured Deployment Performance Report after every engagement covering: time taken, area coverage, expected vs. delivered quality, rework rate, and human vs. robot contribution.
• Run weekly, monthly, and quarterly client reviews (written reports + in-person meetings) to keep customers updated on project status.
• Obtain customer sign-off at the conclusion of every deployment; collect structured feedback and translate it into formal product / process requirements for the engineering team.
• Close the customer feedback loop — inform customers when their input has resulted in a product or process change.
• Operate a robot scheduling system that prevents conflicts across concurrent deployments and tracks fleet utilization for resource planning.
• Maintain zero unlogged safety incidents or near-misses across all deployments; ensure 100% of incidents and near-misses are reported within the required window.
• Partner with internal teams to drive seamless deployments, rapid issue resolution, and measurable account expansion.

Required Qualifications and Skills

• Bachelor’s degree in Construction Management, Civil / Structural Engineering, Mechanical Engineering, or a closely related field — through a degree program, trade school, or equivalent hands-on field experience.
• 4-6 years of experience in customer success, field service, deployment engineering, or operations — ideally with construction equipment, automation, or robotics in the US market.
• Strong working knowledge of US construction sites — site safety protocols, PPE, GC / sub-contractor dynamics, and working around other trades on active jobs.
• Customer-facing professionalism — can represent Origin in a customer review, conduct a deployment debrief, and manage expectations clearly and calmly.
• Structured documentation skills — produces clear, consistent logs, reports, and checklists that others can use.
• Working knowledge of drywall finishing (finish levels L0–L5 per GA-214, joint types, compound types, sanding technique) OR demonstrated ability to ramp on a construction trade quickly.
• Available for active US site work, often 5 days/week during deployments, with flexible start times aligned to construction crew schedules.
• Comfortable with on-call responsibility for live deployments; willing to travel to customer sites across the US during ramp.

Preferred Experiences

• Direct trade experience in drywall installation, taping, finishing, or painting — professionally or through academic program fieldwork.
• Prior experience training or supervising construction workers or tradespeople in new processes or tools.
• Familiarity with NYC construction workflow — DOB permits, GC / sub relationships, union vs non-union dynamics, and project scheduling on high-rise residential and commercial jobs.
• Experience in a customer-facing role at an early-stage hardware or robotics company — comfortable wearing multiple hats.
• Experience scaling operational processes — documentation, checklists, escalation matrices, training certifications.

Preferred Skills

• Customer success / account management
• Standard Operating Procedure (SOP) and training material creation
• Construction site safety management (OSHA awareness preferred)
• Drywall finishing technique and quality assessment
• Cross-functional collaboration with Operations, sales, and quality teams
• Clear, structured written communication and reporting