Head of Customer Success, Large Behavior Models

At Toyota Research Institute (TRI), we’re on a mission to improve the quality of human life. We’re developing new tools and capabilities to amplify the human experience. To lead this ground-breaking shift in mobility, we’ve built a world-class team in Automated Driving, Energy & Materials, Human-Centered AI, Human-Interactive Driving, Large Behavior Models, and Robotics.

The Mission

Make general-purpose robots a reality.

The Challenge

We envision a future where robots assist with household chores and cooking, aid the older population in maintaining their independence, and enable people to spend more time on the activities they enjoy most. To achieve this, robots must be able to operate reliably in complex , unstructured environments. Our mission is to answer the question “What will it take to create truly general-purpose robots that can accomplish a wide variety of tasks in settings like human homes with minimal human supervision?”. We believe that the answer lies in cultivating large-scale datasets of physical interaction from a variety of sources and building on the latest advances in machine learning to learn general-purpose robot behaviors from this data.

Robotics

The mission of TRI Robotics is to invent and prove new robotic capabilities required to enable home robots to solve the challenges faced by an aging society. As part of that mission, we are developing a sophisticated suite of open source robotics software called Drake ( () () (), for use in our internal robotics projects and the wider community of advanced robotics researchers.

The Team

Join Toyota Research Institute’s LBM-C division to change the world by creating and shipping useful general-purpose AI-driven robots. Within this division, the hardware team's mission is to build a highly scalable fleet of robots capable of performing the same general mobile manipulation tasks as humans, in human-like ways and at human-like speeds, via shared autonomy. Join us to build the future of general-purpose physical automation.

The Opportunity

As the Head of Customer Success, you are data-driven in your approach but lead with a customer-first mentality. You will build the machine that ensures our customers achieve their desired business outcomes. You will be responsible for the entire post-sale customer journey, turning our early adopters into passionate, lifelong advocates.

Responsibilities

• Develop the foundational Customer Success strategy: customer journey map, health scoring model, and engagement playbooks.
• Act as the primary business relationship owner for our most strategic accounts.
• Hire, lead, and mentor the Solutions Architect and Technical Support teams.
• Be the voice of the customer in executive meetings, advocating for their needs and translating their feedback into business impact.
• Own commercial outcomes, including renewals, expansion, and customer satisfaction metrics (NPS, CSAT).

Qualifications

• Previous experience as a strategic leader who has built a customer success function
• 7+ years of experience in CS, with at least 2 years in a leadership role, ideally in a high-ACV, deep-tech, or enterprise B2B company
• Experience creating strategic plans, negotiating renewals, and eager to step in and support the team during tough customer interactions
• Up to 50% travel required: weekly local travel (within driving distance), monthly domestic travel (Northeast, Bay Area, Pacific Northwest, Southeast), and quarterly international travel (Japan, Asia-Pacific region). Must be available for multi-day customer site visits and deployments.

Bonus Qualifications

• Prior experience working in a startup environment and / or scaling a high-velocity team.

The pay range for this position at commencement of employment is expected to be between $133,200 and $199,800/year for Massachusetts-based roles. Base pay offered will depend on multiple individualized factors, including, but not limited to, business or organizational needs, market location, job-related knowledge, skills, and experience. TRI offers a generous benefits package including medical, dental, and vision insurance, 401(k) eligibility, paid time off benefits (including vacation, sick time, and parental leave), and an annual cash bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer of employment.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.