Symbio Robotics builds software that makes industrial robots more capable and easier to use at scale. We use machine learning, edge computing and computer vision so robots on the manufacturing floor are quicker to commission, more adaptable, and more robust. Today our customers are global automotive manufacturers and tier 1 suppliers. As we continue to grow, we’ll continue to grow into new vertical markets such as electronics manufacturing and more.
Customer Success will become one of Symbio’s most powerful assets. Our Customer Success team is deeply engaged with our customers, combining product knowledge and domain expertise with an intimate understanding of each customer and how to solve their most challenging problems.
As a Company, we are successful when our customers, their suppliers and 3rd party integrators realize value across their global manufacturing line from the entire Symbio portfolio of capabilities. . The Customer Success Director grows revenue through adoption, advocacy, renewals, and new product opportunities.
The successful CSD will spot opportunities to solve customer problems that require new solutions, services or 3rd party integrations, and will coordinate internal resources from sales, services, or product development to address them.
This role includes responsibilities for Customer Success activities (e.g., support/onboarding, services, adoption, advocacy, etc.) and outcomes (e.g., up-sell, extend the relationship into new locations, etc.).
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Manage Customer Success Activities
Customer Success Management
Cross-sell / Up-sell, in partnership with Sales
Measure Effectiveness of Customer Success
Work with sales team to define & track operational metrics including renewal rate, expansion, adoption, activity indicators, customer satisfaction, on-time delivery indicators.
Define and optimize customer lifecycle with product marketing & sales team.
Map customer growth strategy
Develop listening points in adoption strategy (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in adoption strategy
Identify opportunities for continuous improvement
Learn from best practices in industry
Share customer insights across the entire organization
Relay findings from the field to the marketing, product, sales, finance and executive teams
Create a feedback loop so that the overall product, value proposition, and delivery model improve
Build and Lead a World-class Customer Success Team
Enhance Effectiveness and Efficiency Through Technology
Support response systems
Reference and advocacy solutions
Customer Success Management platform
8+ years experience in leading customer-facing organizations in an enterprise software company
Ideally combined background of post-sale and sales experience
Deep understanding of value drivers in recurring revenue business models
Experience with manufacturing and/or industrial automation customers
Experience working with complex, multi-divisional, multi-geographical customers
Impressive executive presence and communication abilities
Results-driven mentality, with a bias for speed and action
Analytical and process-oriented mindset
Strong empathy for customers AND passion for revenue and growth
Strong leadership skills
Enjoy recruiting, building and managing a team
Ability to manage influence through persuasion, negotiation, and consensus building
Enthusiastic and creative individual with the ability to inspire others
Experience working across functional teams including Sales, Product, Marketing, Engineering
Passion for software and the value advanced software can enable in industrial automation
Passion for dynamic startup environment