US Customer Success Manager

Ovii's Interpretation of the Role

The US Customer Success Manager owns the full lifecycle of deploying Origin’s drywall‑finishing robot across US construction sites, from assembly to on‑site operation and account expansion. The role leads a team of site deployment engineers, builds training and safety processes, and drives high customer retention through reliable, documented deployments.

Role Snapshot

• Own end‑to‑end robot deployments
• Lead and develop US Site Deployment team
• Create operator training and certification programs
• Drive ≥90% customer retention and on‑time delivery
• Maintain site safety and compliance
• Produce performance and client review reports
• Coordinate cross‑functional issue resolution

Must-Have Requirements

• Bachelor’s degree in Construction Management, Civil/Structural Engineering, Mechanical Engineering, or related field
• 4‑6 years of experience in customer success, field service, deployment engineering, or operations
• Strong working knowledge of US construction site safety protocols and GC/sub‑contractor dynamics
• Customer‑facing professionalism and clear communication
• Structured documentation skills (logs, reports, checklists)
• Working knowledge of drywall finishing (L0‑L5 per GA‑214) or ability to ramp quickly
• Availability for active US site work and on‑call responsibility
• customer success
• field service
• deployment engineering
• operations

Nice-to-Have Signals

• Direct drywall trade experience (installation, taping, finishing)
• Experience training or supervising construction workers
• Familiarity with NYC construction workflow, DOB permits, union dynamics
• Experience in early‑stage hardware or robotics customer‑facing roles
• Experience scaling operational processes, SOPs, and certification programs
• Construction site safety management (OSHA awareness preferred)
• drywall trade
• training/supervising construction workers
• NYC construction workflow
• early‑stage hardware/robotics
• robotics
• hardware

Work Setup

• Location: Brooklyn, United States
• Work mode: ONSITE
• Travel: Travel to customer sites across the US during deployments
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Travel allowance details
• Security clearance
• Background check
• Notice period

What You'll Likely Work On

• Hire, coach, and manage a US Site Deployment team of interns and engineers
• Design and roll out a comprehensive operator training and certification framework
• Execute a standardized site‑readiness checklist and deployment timeline for each customer
• Enforce construction‑site safety induction, PPE, and exclusion‑zone protocols
• Serve as primary on‑call escalation point, tracking issues and meeting SLA response times
• Generate Deployment Performance Reports and conduct regular client review meetings
• Collect customer feedback, translate it into product/process requirements, and close the feedback loop
• Operate a robot scheduling system to avoid conflicts and monitor fleet utilization
• Partner with operations, sales, and quality teams to ensure seamless deployments and drive account expansion

Good Fit If You Have

• Direct drywall trade experience (installation, taping, finishing)
• Prior experience training or supervising construction workers
• Familiarity with NYC construction workflow and permits
• Background in early‑stage hardware or robotics customer‑facing roles
• Experience scaling operational processes, SOPs, and certification programs