Customer Success Manager

Job Title: Customer Success Manager

About Robro Systems

Robro Systems is a fast-growing innovator in AI-powered automation and machine vision, specializing in web inspection for technical textiles. Our flagship product, the Kiara Web Inspection System, enables manufacturers to achieve real-time defect detection, improving quality control and operational efficiency. At Robro, we are driven by Vision, Intelligence, and Control.

Role Overview

We are looking for a proactive and customer-focused Customer Success Manager to ensure clients derive maximum value from Robros solutions. The role involves customer onboarding, training, support ticket coordination, relationship management, usage optimization, renewals, and account growth.

This position plays a key role in driving customer satisfaction, retention, and long-term success.

Key Responsibilities

1. Customer Onboarding & Training

• Ensure smooth onboarding for new customers, including system setup and implementation coordination.
  
• Conduct product training sessions to drive successful software adoption.
  
• Provide ongoing support during the initial customer journey.
  

2. Customer Support & Ticket Management

• Assign, track, and follow up on customer support tickets.
  
• Coordinate with internal support, product, and technical teams for timely issue resolution.
  
• Monitor ticket progress, prioritize critical issues, and communicate updates to customers.
  
• Maintain accurate records of issues, resolutions, and escalations.
  

3. Usage Monitoring & Optimization

• Track and analyze customer usage metrics to ensure effective product utilization.
  
• Recommend best practices to improve adoption, efficiency, and customer outcomes.
  

4. Relationship Management

• Build and maintain strong relationships with customer stakeholders.
  
• Conduct regular check-ins, follow-ups, and business reviews.
  
• Serve as the primary point of contact for assigned accounts.
  

5. Data Validation & Reporting

• Review and validate customer data reports for accuracy and reliability.
  
• Share actionable insights and recommendations with customers.
  

6. Renewals & Account Growth

• Monitor license renewals, service usage, and annual contract renewals.
  
• Proactively manage retention and renewal cycles.
  
• Identify upsell and cross-sell opportunities in collaboration with internal teams.
  

7. Customer Feedback & Improvement

• Gather customer feedback on product and service experience.
  
• Work with product and support teams to drive continuous improvements.
  

Must-Have Qualifications

• Bachelors degree in Engineering or a related field.
  
• 1–3 years of experience in Customer Success, Account Management, Client Relationship Management, or Software Support, preferably in a B2B software environment.
  
• Strong communication and interpersonal skills.
  
• Experience in customer support handling, ticket coordination, or issue resolution.
  
• Ability to analyze usage metrics, reports, and customer data to derive insights.
  
• Organized, proactive, and highly customer-centric mindset.
  
• Comfortable working in a fast-paced, technology-driven environment.