- Company Name
- Sanctuary AI
- Job Title
- Head of Applications and Customer Success
- Job Description
-
**Job Title**
Head of Applications and Customer Success
**Role Summary**
Lead the end‑to‑end commercial deployment and customer success of physical AI‑enabled automation solutions. Combine technical leadership, solution architecture, people management, and stakeholder accountability to translate customer needs into scalable, reliable systems.
**Expectations**
- Manage a multidisciplinary organization (applications engineers, technicians, project managers, customer success).
- Own technical delivery and customer success outcomes across multiple deployments.
- Ensure solutions meet operational, safety, reliability, and performance standards.
- Serve as senior escalation point for complex technical, delivery, and performance issues.
- Represent the division in internal leadership and external customer engagements.
**Key Responsibilities**
- Direct and grow the applications and customer success team.
- Own customer‑facing technical delivery from discovery through post‑deployment optimization.
- Translate business and operational requirements into deployable AI and automation solutions.
- Oversee discovery, solution definition, deployment planning, commissioning, and optimization phases.
- Partner with Product, Engineering, and Commercial teams to align needs with product capabilities and readiness.
- Establish documentation, validation, and acceptance frameworks for repeatable deployments.
- Prioritize, allocate resources, and manage execution across multiple concurrent programs.
- Act as the senior technical escalation point for delivery and performance issues.
- Represent the organization in leadership discussions and customer engagements.
**Required Skills**
- Multidisciplinary technical and people leadership.
- Commercial deployment of robotics, automation, and physical AI systems.
- Customer‑facing technical communication and solution definition.
- Deployment readiness, validation, and operational performance management.
- Structured, collaborative, and execution‑oriented project management.
- Strong problem‑solving, architecture design, and program management skills.
**Required Education & Certifications**
- Master’s degree in Engineering, Robotics, Mechatronics, Computer Science, or a related technical discipline.
- Minimum 8 years of experience in customer‑facing technical roles (applications engineering, solutions engineering, or technical product management).
- Proven track record of managing multidisciplinary teams and delivering complex technical solutions in production environments.
- Hands‑on experience with AI robotics or physical AI deployments.
- Experience in commercial deployment of robotics, automation, or physical AI products.
- Demonstrated ability to manage multiple concurrent customer programs with competing priorities and deliverables.