Customer Success Director

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

Location: Emeryville, CA