Senior 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.

• Robin is hiring a Senior Customer Success Manager to own the full customer
• lifecycle end-to-end from onboarding and day-to-day relationship management
• through renewal and expansion for our larger, more complex customers.

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 Robin to be a strategic advisor and manage complex,
• multi-stakeholder accounts through deep planning and proactive risk mitigation.

What you'll do

• Own a book of Robin's larger, more complex customers end-to-end, from

• onboarding through renewal and expansion, with Net Revenue Retention as the
• core measure of success.

• Independently manage multi-stakeholder accounts, building account plans that

• weigh ARR, customer health, renewal timing, expansion potential, and churn
• risk.

• Lead executive business reviews (EBRs/QBRs) and drive data-backed

conversations about ROI and adoption with senior customer stakeholders.

• Build and mobilize Robin champions into advocates, partnering with Marketing

on case studies, testimonials, and references.

• Serve as a point of escalation for at-risk accounts within the team,

partnering with Support, Product, and Engineering to resolve complex issues.

• Mentor CSMs informally — sharing account planning techniques, coaching on

difficult conversations, and modeling best practices.

• Contribute to the evolution of team playbooks, health-scoring criteria, and

lifecycle processes based on patterns observed across accounts.

• Stay closely aligned to the product roadmap, proactively translating releases

into customer value and surfacing structured feedback to Product.

• Actively uses AI tools to accelerate account research, prep, and internal

reporting; adapts quickly as new AI workflows are introduced.

You'll thrive here if

• 4+ years in a customer success or account management role at a SaaS or B2B

• technology company, with a track record of managing complex,
• multi-stakeholder accounts.

• Consistent track record of meeting or exceeding NRR/GRR targets across a

growing book of business.

• Comfortable acting as an informal mentor to peers and contributing to team

processes, even without formal management responsibility.

• Skilled at navigating ambiguity and complexity, and confident advising senior

stakeholders across IT, Workplace, and Facilities.

• Strong written and verbal communication skills, with experience leading

executive business reviews.

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

collaboration.

• Excited to work in a lean, fast-moving environment where CS increasingly uses

AI-driven tools and data to scale a medium-to-high touch model.

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 $100,000-120,000
• base salary and $60,000-75,000 in commission potential, for a total
• on-target-earnings of $160,000-195,000.

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.