Head of Customer Success
At Cobalt Robotics, our indoor robots work together with remote human operators to keep our customers safe. We patrol 24x7 to help prevent break-ins, detect massive leaks and give our customers visibility over their space, their assets, and their data.
Cobalt's team is composed of renowned technologists and security professionals, and backed by world-class investors such as Sequoia, Bloomberg Beta, and Coatue. In 2019, Cobalt was recognized as one of the Best Places to Work by the Silicon Valley Business Journal and the San Francisco Business Times.
We are looking for a motivated and enthusiastic Head of Customer Success to join our team. In this role, you will build and lead a team dedicated to ensuring our customers get the value they seek from our services, and stay loyal customers.
Your role is focused on building the right incentives and structure to forge strong long-term relationships with our customers, identify addition opportunities for Cobalt to serve their needs, and
We prefer this person to be located Irvine, CA offices, but we will consider remote for the right person.
Responsibilities
- Predict and prevent customer churn
- Drive the customer engagement strategy to ensure we have the right level of touch with our customers
- Build processes and systems to focus the Customer Success Managers on the most high value activities that build strong customer relationships
- Improve the skills and capabilities of the Customer Success Managers on your team
- Serve as a sounding board and mentor to the Customer Success Managers, and guide them through their toughest challenges
- Bring evidence of feature requests and improvements to our product and service based on customer feedback to guide the product roadmap and future development efforts
Requirements
- Experience in customer success or account management
- Experience managing and motivating direct reports
- Knowledge of customer success metrics that measure team performance, customer satisfaction, and leading indicators of churn
- Ability to assess and implement the right level of process and playbooks given our team and company’s maturity and need to stay nimble
- Ability to coach and improve performance of those on your team, especially around sales skills and relationship building
- Ability to synthesize insights from a wide range of sources and create actionable recommendations
- Track record of implementing new processes and procedures, and improving existing ones
- Self-motivated, proactive team player
- Strong interpersonal skills and experience building strong relationships
- Excellent time management and organization skills
- Excellent written and verbal communication skills
- Ability to travel 10-25% of the time
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.