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, enthusiastic world-class Customer Success Manager to join our team. In this role, by applying your expertise in the process and strategy of customer success practices and principles, you will deliver white glove customer experiences, understand and map customer goals to Cobalt solutions, and regularly and proactively articulate value delivery and ROI. You will ensure your book of accounts is healthy and adopted, regularly deliver business reviews, and have strong relationships with customer stakeholders across day-to-day champions, executive sponsors, and other relevant decision makers and budget owners.

Success in this role means you retain the revenue in your book, that you identify and deliver incremental revenue, that you regularly identify and address opportunities and risks, and that you deliver a high quality of service against the workstreams that underpin these outcomes as well as suggest improvements as needed.

This role will be remote and requires some (10-20%) travel to customer sites around the U.S.

Responsibilities:

• Serve as the face of Cobalt to our customers
• Liaise between internal and external stakeholders, as well as between internal department, acting as customer advocate and VOC
• Predict and prevent customer churn
• Identify and deliver growth opportunities
• Manage new customer on-boarding programs including planning, client communications, service utilization and client engagement
• Monitor Support issues and engagements and intervene where necessary to ensure an optimal customer experience

• 3 years experience in customer success or account management
• Experience interacting with senior executives
• Process oriented with a strong problem solving ability 
• Ability to synthesize insights from a wide range of sources and create actionable recommendations
• Self-motivated, proactive
• Team player, willing to go above and beyond
• Strong interpersonal and relationship building skills
• Excellent time management and organization skills
• Excellent written and verbal communication skills
• Experience and aptitude with technical software products
• Experience in creating success plans / strategic roadmaps in partnership with customer stakeholders

• Experience supporting Enterprise customers in SaaS or PaaS
• Experience supporting customers through digital transformation or adoption of technology to replace manual processes
• Prior experience in Security, Defense, or related field