Strategic Partnerships / Customer Success Manager

This role is for you if you go above and beyond to ensure your Customers are happy! You’ll be comfortable solving challenges across Commercial, Operations and Account Management, as the face of Paddington Robotics working directly alongside Customers. No two days will be the same, but you can expect to:

• Be responsible for ensuring the successful delivery and operations of our robots onto Customer sites.
• Identify and follow up on opportunity areas for account growth.
• Develop a proposal for Customer Success / Field Service teams, able to service increasing numbers of sites and Customers.
• Work closely (most likely daily) with our C-team on deployment status, metrics, and any operational issues.
• Proactively identify opportunities for improvement, and work closely with Product and Engineering teams to facilitate.
• Deliver real-world impact, today, using cutting-edge robotics.

About Paddington Robotics: At P9R7, we’re building robots that can handle the messy, unpredictable and chaotic real world! We are bridging the gap between research and real world deployments, starting in supermarket and retail stores. We believe that by deploying today, we reveal second-order effects and edge cases that can’t be seen in the lab or the sim. Our mission: become the UK’s go-to applied AI robotics team - and we’ll go above and beyond to get there.

What we actually do:

• Build AI models and hardware that let robots work safely alongside humans – lifting, moving, and getting stuff done better and faster.
• Spend lots of time on Customer sites, to better understand and solve for the messy chaos of most environments.
• Think 10+ years ahead, reimagining manual labour and creating robots that become complementary assistants for labour intensive and physically demanding tasks.

We’re looking for a Strategic Partnerships / Customer Success Manager to lead the relationships for key customer accounts (large FTSE 100 companies). You’ll be the first point of contact for our key accounts, and therefore at the heart of ensuring a seamless integration of our robotics into day to day operations. One week, you might be developing highly effective Customer training materials ahead of the next deployment. You’ll be thinking about deployment metrics – what these should be, and how we can effectively track and measure them. Next, you might be coordinating an independent party to perform user research, and working closely with the Product team to prioritise upcoming features. You’ll rapidly become familiar with our proposition, and be critical to driving iterative improvement of our systems, and finding new commercial opportunities across our key accounts.

This role is right for you if you’re ready to be Commercial/Strategy hire no.1 in our Customer Deployment and Success Team, and will work closely with our C-team to shape the future of this side of our business.

About You: You have experience servicing Customers with white‑glove service, ideally from consulting, sales, startups, venture capital or similar. You’ve someone who loves solving problems outside of your comfort zone, or area of expertise. And you want to be thrown into more of these opportunities to learn. Ideally you’d be comfortable with some, if not all of the following: contracting, account strategy, creating slide decks, project management. You’re highly self‑driven and proactive in the way that you work. As the 1st hire in this team, you will be making everything from scratch. If it doesn’t exist, you’ll make it. You’re a fast learner and love working with others: sharing knowledge, learning/teaching others, and embracing feedback. Most importantly, you are a go‑getter. We are flexible in terms of seniority in this role. We’re just looking for someone to dive straight in and be hyper proactive. During key deployment periods, you must be willing to travel (UK only) up to 3‑4 days per week, and support Customers on site during operational hours (this can start at 4am).

Above all, we’re building a team of creative, outside‑the‑box thinkers. To thrive here, you are:

• Highly ambitious: comfortable taking a project from concept to completion – you do whatever it takes to win.
• Self‑directed and proactive: you thrive in a dynamic, unpredictable, multi‑disciplinary environment.
• Enthusiastic team players: you ask questions, help others, and communicate effectively.

What will impress us: We love proactive doers. Some ideas: Show us what you’d set up for a first deployment. Tell us what you would put in place to reduce the number of 4am shifts our whole team needs to do with our Customers. Tell us why our mission excites you. Be bold, be creative, and don’t feel embarrassed to stand out from the crowd.

Location: Our London office is right by Portobello Road. We work full‑time, and largely on‑site (4–5 days a week). Expect vibrant startup energy with a team that knows when to laugh, and when to buckle down. Paddington Robotics is an equal opportunity employer and encourages individuals from all backgrounds to apply. We offer competitive compensation, the friendliest of teams, an insanely stimulating work environment, and the opportunity to be a part of something massive.