# US Customer Success Manager

**Company:** [Origin](https://hotfix.jobs/companies/origin-tech)
**Location:** Brooklyn, NY
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** Customer Success, Field Service, Deployment Engineering, Construction Site Safety, Drywall Finishing, Sop Creation, Training Material Development, Account Management, Cross-Functional Collaboration, Osha Awareness
**Posted:** 2026-05-19

> Owns the full deployment lifecycle for autonomous construction robots in the US, leading on-site teams, building training programs, managing customer relationships, and ensuring reliable robot operations across active construction sites. Requires 4-6 years in customer success or field operations with construction or robotics experience.

## Job Description

## 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

## Similar roles

- [Care Pro Relationship Manager](https://hotfix.jobs/jobs/959a6fd4-60b8-4706-bd6b-2f58d187b830) - Honor - Remote - $64k – $68k/yr
- [Client Manager](https://hotfix.jobs/jobs/02b086d0-57f2-4700-994e-8593e43e7811) - Honor - Remote - $64k – $69k/yr
- [Customer Success Manager, Strategic Agency](https://hotfix.jobs/jobs/41b50034-d291-48a4-90a6-673878047d5b) - Scrunch - New York, NY - $110k – $140k/yr
- [Customer Success Manager](https://hotfix.jobs/jobs/f61d4fab-c30a-4197-bef4-60fcd55b1058) - MongoDB - New York, NY - $81k – $160k/yr
- [Deliverability Specialist](https://hotfix.jobs/jobs/f0197352-2174-4c60-9ee9-31d41244dac9) - Hightouch - Remote - $160k – $200k/yr

**Apply:** https://hotfix.jobs/jobs/4a79bd32-6adb-4b82-9949-6d55d913cddc
**Canonical:** https://hotfix.jobs/jobs/4a79bd32-6adb-4b82-9949-6d55d913cddc