Customer Success Manager

ABOUT ROBIN

• Robin is reimagining workplace operations as a strategic function, and AI is at
• the core of how we get there. We help workplace teams bring order to the chaos
• by automating logistics, simplifying operations, and giving employees a seamless
• way to connect with the office. Today, our workplace operations platform is used
• by thousands of offices around the world.

• We're a hybrid team based in Boston, working in-office at least two days a week
• so we can build and solve in real time. You'll join a small, high-trust team
• where great ideas become customer wins quickly.

• You want to be the trusted partner who helps customers turn Robin into an
• essential part of how their workplace runs.

• Robin is hiring a Customer Success Manager to own the full customer lifecycle
• end-to-end from onboarding and day-to-day relationship management through
• renewal and expansion.

Why this role exists

• As Robin continues to grow, our customers rely on us not just for software, but
• for guidance on how to run smarter, more connected workplaces. This role exists
• to ensure customers see value quickly, adopt key features deeply, and become
• long-term Robin champions. You’ll sit at the center of the customer experience,
• partnering across sales, product, support, and marketing to drive retention,
• expansion, and advocacy.

What you'll do

• Own the full customer lifecycle end-to-end - from onboarding and day-to-day

• relationship management through renewal and expansion - with Net Revenue
• Retention as a core measure of success.

• Prioritize and tailor customer engagement using key inputs such as ARR,

customer health, renewal timing, expansion potential, and churn risk.

• Build and develop strong Robin champions within customer organizations,

• partnering with Marketing to create advocacy opportunities like case studies,
• testimonials, and references.

• Influence customer loyalty and adoption through independent ownership and

• execution of intentional strategic activities like usage/data analysis,
• account planning, and EBRs/QBRs.

• Stay closely aligned with the product roadmap and upcoming releases,

proactively sharing relevant updates and value with customers.

• Partner cross-functionally with Support, Product, and Engineering to drive

• resolution of customer issues and deliver clear, timely updates to
• stakeholders.

• Capture, synthesize, and share actionable customer feedback with the Product

team to inform roadmap decisions and improve the overall customer experience.

You’ll thrive here if you’re

• Experienced partnering and expanding relationships with senior-level

customers at a SaaS or B2B technology company.

• Energized by ambiguity, enjoy diving into new challenges, and take ownership

of figuring things out.

• Proven track record of meeting or exceeding monthly and annual NRR or GRR

• goals by aligning customer needs with product value drivers. Excited to
• manage and grow a multi-million-dollar book of business that includes both
• national and multinational customers.

• Confident advising customers across a range of industries and use cases,

• working with stakeholders across functions like IT, Workplace, and
• Facilities, and at levels from individual contributors to executives.

• Passionate about hybrid work and believe in the value of intentional,

in-person collaboration.

• Able to communicate clearly and thoughtfully, whether you’re documenting

processes, guiding customers, or aligning internal teams.

Core competencies for success

• Learning Velocity: You learn fast and apply new ideas quickly.
• AI Fluency: You understand and apply the right models and tools to solve

problems.

• Creative Execution: You turn ideas into outcomes with practical impact.

Benefits that have your back (and your future)

• Medical & Dental Insurance through Blue Cross Blue Shield covered at 80% for

you and your dependents, with two plan options including a High Deductible

Plan with a company-funded HSA

• Vision Insurance – EyeMed coverage to keep your future in focus
• Company-paid protection – Short & Long Term Disability, Life, and AD&D

insurance

• Paid Parental Leave – 100% covered so you can focus on your growing family
• Incentive Stock Options – Own a piece of what you’re building
• 401(k) with company match – Up to 3% match to help grow your nest egg
• Flexible vacation policy – Take the time you need (and yes, we actually do!)
• 12 company holidays – Plus your flexible time off for the perfect work-life

balance

• Perks that enable your continued success:
• Professional Development & AI Tools Stipend
• Referral Bonus Program
• Recognition perks
• In-Office Commuter Stipend

Compensation Philosophy

• Our compensation decisions are based on an individual's experience, skills and
• education in line with our internal compensation philosophy.

• This role features a high-earning compensation plan, with an $85,000-100,000
• base salary and $40,000-55,000 in commission potential, for a total
• on-target-earnings of $125,000-155,000.

We Celebrate Diversity [https://robinpowered.com/diversity]

• Robin is committed to creating a workplace that reflects the world around us. We
• believe that the key to good work is empowering our people and we know that
• diversity and inclusion are a large part of this equation. Our realities shape
• our everyday experiences and it’s our responsibility to our employees, our
• customers and our communities to address the issues with workplace
• representation. Robin does not discriminate on the basis of race, religion,
• color, national origin, gender, sexual orientation, age, marital status, veteran
• status, or disability status.