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.

At Robin, we believe the best connections and ideas come from being in the room together, so we work in person a few days a week. But we also build flexibility into every part of our product, and our culture, so people can do great work without burning out.

You want to be the trusted partner who helps customers turn Robin into an essential part of how their workplace runs.

Robin is hiring a Customer Success Manager to own the full customer lifecycle end-to-end from onboarding and day-to-day relationship management through renewal and expansion.

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.

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 sales, product, support, and marketing to drive retention, expansion, and advocacy.

• Own the full customer lifecycle end-to-end - from onboarding and day-to-day relationship management through renewal and expansion - with Net Revenue Retention as a core measure of success.
• Prioritize and tailor customer engagement using key inputs such as ARR, customer health, renewal timing, expansion potential, and churn risk.
• Build and develop strong Robin champions within customer organizations, partnering with Marketing to create advocacy opportunities like case studies, testimonials, and references.
• Influence customer loyalty and adoption through independent ownership and execution of intentional strategic activities like usage/data analysis, account planning, and EBRs/QBRs.
• Stay closely aligned with the product roadmap and upcoming releases, proactively sharing relevant updates and value with customers.
• Partner cross-functionally with Support, Product, and Engineering to drive resolution of customer issues and deliver clear, timely updates to stakeholders.
• Capture, synthesize, and share actionable customer feedback with the Product team to inform roadmap decisions and improve the overall customer experience.

• Experienced partnering and expanding relationships with senior-level customers at a SaaS or B2B technology company.
• Energized by ambiguity, enjoy diving into new challenges, and take ownership of figuring things out.
• Proven track record of meeting or exceeding monthly and annual NRR or GRR goals by aligning customer needs with product value drivers. Excited to manage and grow a multi-million-dollar book of business that includes both national and multinational customers.
• Confident advising customers across a range of industries and use cases, working with stakeholders across functions like IT, Workplace, and Facilities, and at levels from individual contributors to executives.
• Passionate about hybrid work and believe in the value of intentional, in-person collaboration.
• Able to communicate clearly and thoughtfully, whether you’re documenting processes, guiding customers, or aligning internal teams.

• 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.
• Collaboration:
  
  You share knowledge, unblock teammates, and build together.

• 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…