Principal Program Manager, Customer Success

Agility Robotics deploys Digit — a humanoid robot — into customer warehouses, distribution centers, and manufacturing environments. The Customer Success function owns these deployments end-to-end: from initial customer engagement through deployment, acceptance, and sustained production-scale operations. Support of the customer is the focus of our team and all the internal teams — engineering, quality, operations, release management — must be aligned and coordinated to ensure success of the Digit deployment in the customer operations for Agility to scale and grow.

This Principal Program Management role will coordinate internal workstreams and own the customer outcome across every function that touches it. This person will lead the most complex, highest-stakes customer programs and demonstrate the level of customer-centric focus and accountability that the rest of the team can learn from and follow. Your approach to preparation, execution, and customer communications will be the benchmark for how the Program Management function operates.

About the Work

Own the most complex Customer Acceleration Program (CAP) engagements end-to-end — from customer kickoff and solution design through implementation, site deployment, acceptance testing, and sustained operations. Ensuring success of the CAP engagement is your responsibility.

Drive cross-functional execution with a bias toward action: identify blockers and actively engage the organization to remove them, make decisions, escalate with data, and hold engineering, quality, operations and commercial partners accountable to their commitments to the customer.

Set the standard for customer-facing preparation — ensure that your CAP team knows every open commitment, every risk, and every recent development on your program.

Own the customer relationship at the program level — building and maintaining trust through transparency, follow-through, and data, not ungrounded optimism and vague responses.

Ensure timely and successful execution of the full program lifecycle: scope alignment with the customer, milestone definition, resource coordination across engineering and operations, risk management, and proactive customer communication, pulling the team toward customer timelines and not the other way around.

Define and track delivery KPIs that reflect actual customer outcomes — throughput, uptime achieved, acceptance gates passed — in addition to internal quality metrics.

Identify and escalate systemic issues that affect multiple customer programs — fleet reliability, release readiness, robot skills gaps — and help to drive them to resolution.

Establish program management practices and capabilities through demonstration — your templates, your rigor, your preparation become the standard others will learn from.

About You

10+ years in program management, with at least 5 years managing complex hardware + software programs including deployment at customer sites – programs where you have owned and driven the customer outcome, not just coordinated the internal plan.

Direct experience in robotics, automation, warehouse/logistics technology, or similarly complex electromechanical systems deployed in real production environments.

A track record of success demonstrated through programs you delivered, not processes you coordinated from a distance - programs you led through challenges to success where customers think of you as the company.

Fluency with the full customer opportunity lifecycle: solution design, feature development, site readiness, commissioning, acceptance testing, field support coordination, and sustained production operations.

Ability to synthesize technical complexity into clear, honest, data-driven customer communications — escalating bad news and risk early rather than managing optics.

Experience holding cross-functional teams accountable without direct authority - programs where the team delivered and you earned credibility through preparation and follow-through, not title.

Strong command of program tooling (Jira, Smartsheet, Confluence, or equivalents) as instruments of execution, not just a process.

Ability and willingness to travel to customer sites up to 30% of the time — this role lives where the robots meet the customer.

Bonus Points

Experience in early-stage or scaling companies where process infrastructure didn't exist and you helped to build it while delivering for customers.

Background in humanoid robotics, mobile robotics, or complex multi-system integration in warehouse or manufacturing environments.

History of coaching or developing program managers — formally or by example.

Comfort operating in ambiguity: incomplete data, evolving requirements, concurrent crises across multiple customer programs.