Head of Customer Success & Support

What is Robin AI?

Robin AI is on a mission to revolutionize the legal industry by simplifying contracts and making law accessible to everyone. We utilize cutting-edge machine learning and contract software, enhancing traditional legal services and bringing together experts in engineering, AI, and law. Robin AI has recently raised $26m in Series B funding and has seen an impressive 5x revenue growth in the last 12 months.

We're looking for passionate, resourceful and collaborative people to join Robin. If you're passionate about leveraging technology to make essential business services more accessible, come join us!

What’s the opportunity?

We’re looking for an experienced Head of Customer Success to help us onboard, support and delight our customers.

This is a critical role in our growing business. We’re looking for someone who can build and lead a world-class Customer Success team. You will develop the infrastructure to onboard new customers smoothly, equip them to adopt our product effectively, and ensure they achieve value as quickly as possible. An ideal candidate will have a proven track record in designing and executing customer success strategies that promote loyalty and customer delight, as well as in building and running a highly effective customer support function. You’ll be experienced at leading high performing teams and able to set the direction for your function, but you are also eager to get stuck in directly with key accounts to drive satisfaction and retention.

Sounds great! What are my responsibilities?

Building and leading a high performing Customer Success and Support teams

Be the company’s product expert, learning the ins and outs of the product so you can help our customers to understand, use and get the most out of the tool

Owning the end-to-end customer journey, from Sales handover to managing implementation to preventing churn, with a focus on maximising adoption and delivering customer delight.

Developing and implementing processes to ensure effective adoption and renewals, providing regular reports to leadership on account on progress, opportunities and risks.

Closely track customer's satisfaction, taking a proactive approach to identifying opportunities for improvement and taking action to prevent potential churn.

Implementing processes to ensure rapid response to customer support challenges, ensuring issues are escalated to the right stakeholders and coordinating across the company as needed.

What about my skills?

At least 7 years Customer Success experience, with a minimum of 2 years team management and time spent working in a rapidly scaling SaaS or AI startup. You should also have experience in customer support (either directly or through team leadership).

You have experience building and leading Customer Success teams and are experienced in developing and embedding best practices to deliver company goals.

You thrive in a fast-paced environment and are impact driven, always willing to go the extra mile to get things done.

You’re technically minded and product focussed, able to pick up and understand new features rapidly and in detail.

Highly focussed on customer needs, you’re great at relationship building and proactively spot opportunities to delight customers and build loyalty.

You’re data-driven; using data and analytical tools to take inform decisions and drive the best outcomes for customers and the business

Please note that this role requires working out of our New York three days per week.

Compensation at Robin AI

Salary: $150,000 - $220,000 + commission

Generous Equity package: When you help build Robin AI, everyone deserves to be an owner.

Please Note: If your salary expectations look a little different to that outlined, we’d still be keen to hear from you if this is a role that excites you and one that you think you could really excel in.

Benefits at Robin AI

At Robin AI, we put humanity first - we believe a great product is inextricably linked to a great internal community.

We’re a quickly growing, cross-functional team that values supporting each other's development. As part of the team, you can expect:

15 days PTO, excluding national holidays, cultural leave, and birthday leave

Medical Insurance

Dental Insurance

Vision Coverage

Short and Long-term Disability

Life Insurance

401k Retirement

Flex spending and HSA

Technology to enable you to work seamlessly from the office or home

Focus on continual learning and development

Robin's flexible work model aims to meet the needs of our diverse employee community by making work more flexible, connected, and inclusive. Depending on the role and needs of the team, Robin employees have the flexibility to work from home 2/3 days per week.

Robin is deliberate about the culture we are building and are committed to creating an inclusive environment that attracts the best talent from diverse backgrounds. Whether it’s helping curate the Robin Spotify playlist, discussing gender equality in tech, or taking a meditation break with our holistic health plan, we want you to find your space within the Robin community.

From our offices in Lower Manhattan, New York, USA you’ll have access to all of the WeWork amenities including co-working space, bike lockers, pool tables, table tennis, free barista-made coffee and free beer in the evenings.

Diversity, equity and Inclusion at Robin AI

We want to break diversity, inclusion and equality barriers within the tech industry. In building our team, we welcome the unique contributions that you can bring, and welcome applications regardless of ethnicity, religion, sexual orientation, gender identity and expression, disability, education, opinions, nation of origin, languages spoken, age, pregnancy and maternity, or veteran’s status. To request reasonable accommodation, we encourage you to communicate any reasonable accommodations you may need to your recruiter as you move forward.

To access Robin AI' s Privacy Policy, which contains information regarding data collected from job applicants and how we use it, please click here: Robin AI - Privacy Policy