Senior Customer Success Manager

About Robin:

Robin is reimagining workplace operations as a strategic function, and AI is at the core of how we get there. We help workplace teams bring order to the chaos by automating logistics, simplifying operations, and giving employees a seamless way to connect with the office. Today, our workplace operations platform is used by thousands of offices around the world.

We're a hybrid team based in Boston, working in-office at least two days a week so we can build and solve in real time. You'll join a small, high-trust team where great ideas become customer wins quickly.

Robin is hiring a Senior
Customer Success Manager to own the full customer lifecycle end-to-end from onboarding and day-to-day relationship management through renewal and expansion for our larger, more complex customers.

Why this role exists:

As Robin continues to grow, our customers rely on us not just for software, but for guidance on how to run smarter, more connected workplaces. This role exists to ensure customers see value quickly, adopt key features deeply, and become long-term Robin champions. You’ll sit at the center of the customer experience, partnering across Robin to be a strategic advisor and manage complex, multi-stakeholder accounts through deep planning and proactive risk mitigation.

What you'll do:

• Own a book of Robin's larger, more complex customers end-to-end, from onboarding through renewal and expansion, with Net Revenue Retention as the core measure of success.

• Independently manage multi-stakeholder accounts, building account plans that weigh ARR, customer health, renewal timing, expansion potential, and churn risk.

• Lead executive business reviews (EBRs/QBRs) and drive data-backed conversations about ROI and adoption with senior customer stakeholders.

• Build and mobilize Robin champions into advocates, partnering with Marketing on case studies, testimonials, and references.

• Serve as a point of escalation for at-risk accounts within the team, partnering with Support, Product, and Engineering to resolve complex issues.

• Mentor CSMs informally — sharing account planning techniques, coaching on difficult conversations, and modeling best practices.

• Contribute to the evolution of team playbooks, health-scoring criteria, and lifecycle processes based on patterns observed across accounts.

• Stay closely aligned to the product roadmap, proactively translating releases into customer value and surfacing structured feedback to Product.

• Actively uses AI tools to accelerate account research, prep, and internal reporting; adapts quickly as new AI workflows are introduced.

You’ll thrive here if:

• 4+ years in a customer success or account management role at a SaaS or B2B technology company, with a track record of managing complex, multi-stakeholder accounts.

• Consistent track record of meeting or exceeding NRR/GRR targets across a growing book of business.

• Comfortable acting as an informal mentor to peers and contributing to team processes, even without formal management responsibility.

• Skilled at navigating ambiguity and complexity, and confident advising senior stakeholders across IT, Workplace, and Facilities.

• Strong written and verbal communication skills, with experience leading executive business reviews.

• Passionate about hybrid work and the value of intentional, in-person collaboration.

• Excited to work in a lean, fast-moving environment where CS increasingly uses AI-driven tools and data to scale a medium-to-high touch model.

Core competencies for success:

• Learning Velocity
  :
  You learn fast and apply new ideas quickly.

• AI Fluency
  :
  You understand and apply the right models and tools to solve problems.

• Creative Execution
  :
  You turn ideas into outcomes with practical impact.

Benefits that have your back (and your future):

• Medical &…