Customer Success Lead

Customer Success Lead Lead customer success operations for Saronic’s Marauder platform and scale support workflows

Location:

Austin

Job Tags:
Product

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state‑of‑the‑art solutions that enhance maritime operations through autonomous and intelligent platforms.

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state‑of‑the‑art solutions that enhance maritime operations through autonomous and intelligent platforms. We are seeking a Customer Success Lead to join our team supporting Saronic's 150+ ft. Marauder platform. In this role, you will serve as the first point of contact for our customers, providing frontline technical support and general assistance.

• Serve as the primary point of contact for inbound customer inquiries and support requests via phone, email/ticketing, and chat/Slack. Deliver timely, professional, and accurate responses to ensure a positive customer experience
• Work customers through structured troubleshooting workflows for hardware, software, and operational issues affecting Saronic USVs and related systems. Document findings and outcomes in Salesforce (SFDC)
• Triage and route inbound cases to the appropriate support tier. Escalate vessel and mechanical issues to the appropriate team(s)
• Accurately log all customer interactions, troubleshooting steps, and resolutions in Salesforce and internally developed support tools. Maintain clean case records to support reporting and continuous improvement
• Participate in Saronic's internal training programs to develop working knowledge of MUSV systems, operational procedures, and support protocols
• Capture and communicate customer feedback to internal teams. Identify recurring issues and contribute to the development of knowledge base articles and support documentation
• Identify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self‑service resources

• 2-4 years of experience in a technical support, customer support, or help desk role supporting complex or technical products
• Demonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platforms
• Experience working in an omni‑channel support environment handling phone, email, and chat contacts
• Proficiency with CRM or ticketing platforms;
  Salesforce (SFDC) experience strongly preferred
• Strong written and verbal communication skills with the ability to translate technical information for a range of audiences
• Organized and detail‑oriented, with the ability to manage multiple open cases simultaneously and maintain accurate records
• Ability to work effectively in a fast‑paced, dynamic environment with evolving products and processes
• Genuine curiosity about technology and a strong desire to build product expertise over time

• Prolonged periods of sitting at a desk and working on a computer
• Occasional standing and walking within the office
• Manual dexterity to operate a computer keyboard, mouse, and other office equipment
• Visual acuity to read screens, documents, and reports
• Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies
• Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

Medical Insurance:
Comprehensive health insurance plans covering a range of services

Saronic pays 100% of the premium for employees and 80% for dependents

Dental and Vision Insurance:
Coverage for routine dental check‑ups, orthodontics, and vision care

Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents

Time Off:
Generous PTO and Holidays

Parental Leave:
Paid maternity and paternity leave to support new parents

Competitive Salary:
Industry‑standard salaries with opportunities for performance‑based bonuses

Retirement Plan: 401(k) plan with company match

Stock Options:
Equity options to give employees a stake in the company's success

Life and Disability Insurance:
Basic life insurance and short‑ and long‑term disability…