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About the Role

This role owns the customer relationship and operational understanding for Outpost Gate Automation (OGA), a system that replaces manned guard shacks with computer vision and remote operators. You will manage the entire lifecycle of the account, from initial discovery and configuration to hypercare, steady state, and expansion, ensuring smooth operations and customer satisfaction.

Responsibilities

• Own the go-live window, including escalation triage, exception review, and configuration tuning.
• Manage the hypercare cadence with the customer, holding the line on exit criteria for sites to graduate to steady state.
• Own the ongoing customer relationship in steady state, including business reviews, escalation paths, SLA performance, and renewals.
• Monitor key metrics such as auto-open rate, escalation volume, and exception patterns to diagnose and resolve issues.
• Translate recurring customer friction into product requirements as the operational voice for the OGA roadmap.
• Identify and qualify expansion opportunities within the installed base, providing evidence of utilization and throughput.
• Flag divergences in new sites from existing ones before onboarding begins.
• Stay informed during Golden Scale discovery and countersign the handoff packet for new site launches.

Requirements

• 5+ years in customer success, implementation, technical account management, or operations leadership with outcome ownership.
• Direct experience in logistics, trucking, 3PL, warehousing, yard operations, or industrial field services.
• Demonstrated ability to run structured discovery and produce written artifacts like requirements, decision specs, and exception matrices.
• Comfort saying no to customers and internal stakeholders when requests compromise configuration or launch.
• Working fluency with operational data, including spotting trends and forming hypotheses.
• Willingness to travel 30-40%, including to remote industrial sites.
• Experience launching hardware-plus-software or IoT products into physical operating environments.
• SQL or BI tooling familiarity (Snowflake, Metabase, or equivalent).
• Experience managing customers through a technology transition that eliminated headcount at their site.

Skills

• Computer vision
• Remote operations
• Customer success
• Implementation
• Technical account management
• Operations leadership
• Logistics
• Trucking
• 3PL
• Warehousing
• Yard operations
• Industrial field services
• Structured discovery
• Requirements gathering
• Decision specification
• Exception matrix creation
• Data analysis
• Hypothesis formation
• Hardware-plus-software product launch
• IoT product launch
• SQL
• BI tooling

Location

• Austin, TX
• National territory

Work Type

• Full-time
• Hybrid

Experience Level

• Commensurate with experience

Salary/Compensations

• Title Commensurate with Experience

Benefits

• Comprehensive Benefits Package including Health, Dental, and Vision Insurance
• 401(k) Retirement Plan Matching
• 18 Paid Holidays
• Unlimited PTO
• Friday Team Lunches

About the Company

• Outpost Gate Automation (OGA) replaces the manned guard shack with computer vision and remote operators.
• The company focuses on improving efficiency and reducing friction in customer operations through technology.

Equal Opportunity

• Outpost is an Equal Opportunity Employer and Prohibits Discrimination of Any Kind.