Customer Success Manager

Voiceflow - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

About the position

Chef Robotics is seeking a Customer Success Manager to be the primary point of contact for customers, ensuring their satisfaction and driving growth through increased sales of robotic solutions. This role is crucial for maintaining strong relationships with customers and collaborating with internal teams to enhance customer experience and engagement.

Responsibilities

• Drive NDR: ensure current customers buy more robots.
• Measure key metrics like utilization and track them week by week.
• Build and maintain strong, long-term relationships with key stakeholders at customer organizations.
• Act as a trusted advisor, offering strategic guidance to help customers achieve their objectives with our robotics solutions.
• Develop and implement customer success plans tailored to each customer's specific goals and requirements.
• Prepare status reports by gathering, analyzing, and summarizing relevant data (Throughput, Utilization, Uptime, etc).
• Conduct weekly meetings with the customers to drive NDR.
• Frequently spend time at customer sites, building relationships with customers, training users on established and new systems, finding reasons for utilization gaps, and determining which features/bugs to prioritize to improve utilization.
• Identify opportunities to promote additional products and services that enhance the customer's operations and drive customer renewals and account expansion.
• Work closely with the technical support and engineering teams to resolve customer issues efficiently and effectively.

Requirements

• Bachelor's degree in Business, Engineering, or a related field.
• 3-5 years of experience in customer success, account management, or a similar role, preferably within robotics or within the enterprise space.
• Strong technical acumen with the ability to understand and explain complex AI and robotics solutions to both technical and non-technical stakeholders.
• Proven track record of managing customer relationships and driving customer success in a B2B environment.

Nice-to-haves

• Experience in SQL
• Experience with data wrangling (data science, data engineering, computer science)