Origin

US Customer Success Manager

Brooklyn, New York, United States · Contract

Sponsorship not specifiedDetected 65 days ago

Account ManagementCustomer SuccessRoboticsMechanical DesignCommunicationCollaborationConstruction ManagementOSHA

About the role

The US Customer Success Manager owns the full deployment lifecycle of Origin's drywall finishing construction robot - from first assembly and commissioning through live site operations, operator training, customer reporting, and account expansion.
The role leads a team of Site Deployment Interns / Engineers on the ground in the US, and ensures every robot is deployed safely, operates reliably, and delivers measurable value to the customer.
The Customer Success Manager builds the operational systems, documentation, and support structures that allow Origin to scale robot deployments predictably and repeatably across US construction sites, driving ≥ 90% customer retention and on-time project delivery.

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.
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.
Partner with internal teams to drive seamless deployments, rapid issue resolution, and measurable account expansion.
Customer-facing professionalism - can represent Origin in a customer review, conduct a deployment debrief, and manage expectations clearly and calmly.

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.
Operate a robot scheduling system that prevents conflicts across concurrent deployments and tracks fleet utilization for resource planning.
ensure 100% of incidents and near-misses are reported within the required window.
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.
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.

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.
Available for active US site work, often 5 days/week during deployments, with flexible start times aligned to construction crew schedules.

Run weekly, monthly, and quarterly client reviews (written reports + in-person meetings) to keep customers updated on project status.
Close the customer feedback loop - inform customers when their input has resulted in a product or process change.

This listing is sourced directly from Origin's careers page and normalized into a canonical job model.