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Customer Success Director at Symb.io
Emeryville, CA, US

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.).

 

You will:

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

Professional Services

Training

Technical Support

Customer Success Management

Cross-sell / Up-sell, in partnership with Sales

Advocacy

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

You have:

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

 

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