What are the responsibilities and job description for the Customer Success Manager position at Gather AI?
About Us
Are you ready to build the future of supply chain? At Gather AI, we're not just creating software; we're pioneering a new era of warehouse intelligence. We've developed a groundbreaking, vision-powered platform that uses autonomous drones and existing equipment to capture real-time data, completely digitizing workflows that have historically been manual and error-prone. This means facilities operate smarter, safer, and more efficiently, ultimately redefining "on-time, in full" delivery.
If you're looking for an opportunity to contribute to truly transformative technology and make a significant impact in a vital industry, Gather AI is the place for you. We're leading the charge in the rapidly evolving robotics industry, and we invite you to join us in reshaping the global supply chain, one intelligent warehouse at a time.
About You
As a Customer Success Manager at Gather AI, you will be the bridge between our customers, sales, product, and engineering teams. You'll play a pivotal role in shaping both customer outcomes and the future of our product. Externally, you are the face of Gather AI the trusted advisor and primary operational point of contact. Internally, you are the voice of the customer championing their needs, tracking product requirements, and ensuring issues are resolved quickly and transparently.
You'll oversee the full deployment process, helping customers achieve their success criteria and realize the value of our technology. This role is about more than just managing accounts: it's about strengthening relationships, driving measurable ROI, and embodying Gather AI's customer-first mentality. With the opportunity to influence product direction, mentor peers, and build deep executive relationships, you'll have a direct impact on our growth and on the success of some of the world's most innovative supply chain operations.
What You'll Do
Are you ready to build the future of supply chain? At Gather AI, we're not just creating software; we're pioneering a new era of warehouse intelligence. We've developed a groundbreaking, vision-powered platform that uses autonomous drones and existing equipment to capture real-time data, completely digitizing workflows that have historically been manual and error-prone. This means facilities operate smarter, safer, and more efficiently, ultimately redefining "on-time, in full" delivery.
If you're looking for an opportunity to contribute to truly transformative technology and make a significant impact in a vital industry, Gather AI is the place for you. We're leading the charge in the rapidly evolving robotics industry, and we invite you to join us in reshaping the global supply chain, one intelligent warehouse at a time.
About You
As a Customer Success Manager at Gather AI, you will be the bridge between our customers, sales, product, and engineering teams. You'll play a pivotal role in shaping both customer outcomes and the future of our product. Externally, you are the face of Gather AI the trusted advisor and primary operational point of contact. Internally, you are the voice of the customer championing their needs, tracking product requirements, and ensuring issues are resolved quickly and transparently.
You'll oversee the full deployment process, helping customers achieve their success criteria and realize the value of our technology. This role is about more than just managing accounts: it's about strengthening relationships, driving measurable ROI, and embodying Gather AI's customer-first mentality. With the opportunity to influence product direction, mentor peers, and build deep executive relationships, you'll have a direct impact on our growth and on the success of some of the world's most innovative supply chain operations.
What You'll Do
- Apply a compassionate, customer-centric approach to foster adoption, expansion, and growth (NRR, ARR, Upsell, Retention).
- Act as a trusted advisor, helping customers improve operational efficiency through KPIs and clearly demonstrating ROI.
- Engage new customers by developing tailored onboarding plans and workflows that set them up for long-term success.
- Lead regular operational check-ins and executive reviews to ensure alignment on value, outcomes, and strategy.
- Represent the voice of the customer internally by sharing detailed context on their business, challenges, and priorities to shape product direction.
- Manage customer issues and feature requests through to resolution.
- Continuously improve processes and mentor new Customer Success Managers.
- 5 years in Program, Account, or Customer Success Management (customer-facing).
- Bachelor's degree or equivalent experience (technical degree a plus).
- Customer-first mindset with proven ability to drive adoption, renewals, and expansions.
- Strong communication skills with the ability to engage both operational and business stakeholders.
- Familiarity with robotics, automation, or autonomous systems.
- Proficiency with Excel/Google Sheets, PowerPoint/Google Slides, Gmail, and ChatGPT.
- Ability to travel up to 30%.
- Knowledge of warehousing and supply chain (WMS, ERP, cycle counting).
- Technical degrees or MBA
- Experience in high-growth startups, sales, or expansion strategy.
- Proficiency with JIRA, Salesforce, or similar tools.
- Strong problem-solving skills; exposure to coding or AI development a plus.
- Compensation package will include equity
- Comprehensive medical, dental, vision and life insurance
- Very flexible schedule
- Unlimited PTO and flexible scheduling