About the RoleRealtime Robotics sells software that changes how the world's largest manufacturers program and validate their robotic production lines. Customer engineers are adopting a workflow their industry has no muscle memory for, and the speed at which they become competent and self-sufficient directly determines the success of each deployment.
This role owns the self-service layer of the customer experience: the documentation, curriculum, in-product guidance, and content infrastructure that enables customers to resolve issues and build competence without requiring internal support. It is a systems role accountable for outcomes (deflection rate, time-to-competence, content freshness), not a page count.
Responsibilities- Define the customer competence journey and build the curriculum, reference material, and in-product guidance to take engineers from first login to self-sufficient power user.
- Establish content standards for the craft at the heart of the product: building robust, well-structured process simulation files. Developed by extracting expertise from delivery and application engineers.
- Own the metrics: self-service deflection rate, time-to-competence, content coverage vs. product surface, content freshness vs. release cadence, and error-message click-through to resolution.
- Build and maintain the content infrastructure: information architecture, authoring and review workflow, versioning aligned to releases, and publishing surfaces (docs portal, in-product help, video, structured courses).
- Run a monthly prioritization loop: mine Support and Success data to determine what to build, fix, or retire.
- Partner with Product Management to improve error reporting and in-product guidance so the product itself becomes the first teacher.
- As the function matures, hire and direct contributors (writers, instructional designers, video). System first, headcount second.
RequirementsRequired- 5 to 7+ years in program management, customer success, customer education, or a related customer-facing role at a B2B software company.
- Demonstrated ability to manage cross-functional initiatives and communicate effectively with both technical and non-technical stakeholders.
- Track record of measuring and improving self-service outcomes (deflection, activation, time-to-value), not just producing deliverables. Strong project management skills: planning, prioritization, risk identification, and status reporting.
- Technical aptitude to learn a complex engineering product deeply. Background in simulation, CAD/CAM, robotics, or industrial software is a significant plus.
- Skilled at extracting knowledge from subject matter experts and turning it into teachable, scalable content.
- Proficiency with Jira, HubSpot, or similar project management and CRM tools.
- Comfortable operating as a function of one, with the judgment to know when that needs to change.
- Willingness to travel as needed to support customer engagements and on-site visits.
Preferred- Bachelor's degree in Business, Engineering, or a related field. MBA or relevant graduate degree a plus.
- PMP, CSM, or equivalent certification.
- Experience in a SaaS, industrial software, or manufacturing automation environment.
Benefits- Competitive Healthcare Coverage
- Unlimited PTO
- Commuting Expenses Covered
- Telecommunications Stipend
- 401k Match
- HSA Employer Contribution
