Customer Success Manager - Remote

Overview

The Customer Support Manager will be responsible for managing and scaling the post-go-live support for function at SoftBank Robotics, ensuring a seamless experience with our deployed solutions. This role requires both strategic vision and operational execution.

In Short

• Lead and manage customer support operations following go-live deployments.
• Act as the escalation point for critical post-deployment issues.
• Coordinate with engineering, product, and deployment teams to resolve technical problems.
• Build and maintain a comprehensive ticket tracking system using Jira and ServiceNow.
• Define, implement, and manage Service Level Agreements (SLAs) and support KPIs.
• Support project rollouts by preparing support models and tracking post-deployment issues.
• Maintain high levels of customer satisfaction through proactive communication.
• Manage or grow a team of support agents or outsourced support vendors (optional).
• Develop internal knowledge bases and troubleshooting guidelines.
• Other responsibilities as assigned.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Business, or a related field.
• 5+ years of experience in technical customer support or service management.
• Experience managing post-go-live support for software or integrated solutions.
• Strong hands-on experience with Jira and ServiceNow.
• Proven experience defining and managing SLAs and customer-facing metrics.
• Strong organizational and communication skills.
• Experience with project-based support and cross-functional collaboration.

Benefits

• Opportunity to work in a dynamic environment.
• Hands-on leadership role.
• Engage with customers for feedback and improvement opportunities.
• Potential for team management and growth.
• Contribute to the optimization of support workflows and reporting.