Customer Success Manager
Chef Robotics
Administration
San Francisco, CA, USA
Posted on Monday, September 9, 2024
Chef Robotics is on a mission to accelerate the advent of intelligent machines in the physical world. As the rise of LLMs like ChatGPT has shown, AI has the potential to drive immense change. However, we believe AI’s biggest impact will be in the physical world, given that industries like manufacturing, food production, and transportation represent 90% of global GDP. Our goal is to tackle food production, with a goal to put an intelligent robot in every commercial kitchen in the world. We’ve signed multi-year contracts with several large food production and packaging companies and we're backed by investors like Kleiner Perkins, Construct, Bloomberg BETA and Promus Ventures. Our team is smart and super accomplished; you’ll work and learn with engineers and leaders from companies like Cruise, Zoox, Google, Verb Surgical, Tesla, Nuro, Vicarious, Amazon Robotics, Strateos, Built Robotics, Facebook, Plenty, Yelp, and Microsoft.
Chef is seeking our first Customer Success Manager to act as the primary point of contact for our customers. In this role, you’ll own the relationships with our customers and ensure their continued satisfaction with our product. Our customers drive our growth and our success, and the customer success function is crucial to our business. You’ll be in close contact with our customers and you’ll collaborate with our sales, product, and engineering teams to drive engagement, long-term satisfaction, and, ultimately, the growth of this company. Your number one metric will be NDR - do customers buy more robots? If you’re passionate about customer experience and you thrive in the fast-paced, dynamic environment of an early-stage startup, we’d love to hear from you.
Responsibilities
- Drive NDR: ensure current customers buy more robots.
- Measure key metrics like utilization and track them week by week. Do what it takes to improve metrics, including spending ample time onsite with customers.
- Build and maintain strong, long-term relationships with key stakeholders at customer organizations.
- Act as a trusted advisor, offering strategic guidance to help customers achieve their objectives with our robotics solutions.
- Develop and implement customer success plans tailored to each customer’s specific goals and requirements.
- Prepare status reports by gathering, analyzing, and summarizing relevant data (Throughput, Utilization, Uptime, etc).
- Conduct weekly meetings with the customers to drive NDR.
- Frequently spend time at customer sites, building relationships with customers, training users on established and new systems, finding reasons for utilization gaps, and determining which features/bugs to prioritize to improve utilization.
- Identify opportunities to promote additional products and services that enhance the customer’s operations and drive customer renewals and account expansion.
- Work closely with the technical support and engineering teams to resolve customer issues efficiently and effectively.
Requirements
- Bachelor’s degree in Business, Engineering, or a related field.
- 3-5 years of experience in customer success, account management, or a similar role, preferably within robotics or within the enterprise space.
- Strong technical acumen with the ability to understand and explain complex AI and robotics solutions to both technical and non-technical stakeholders.
- Proven track record of managing customer relationships and driving customer success in a B2B environment.
Nice to have
- Experience in SQL
- Experience with data wrangling (data science, data engineering, computer science)