Senior CSM: AI-Powered, Multi-Account Growth

Neara; Boston (MA); Hybrid; USD 160,000 - 195,000; Full time

Benefits offered by this job

Medical & Dental Insurance

Vision Insurance

Disability & Life Insurance

Parental Leave

Stock Options

401(k) with match

Flexible vacation

Company holidays

Job summary

Robin is currently hiring a Senior Customer Success Manager to own the full lifecycle for our largest, most complex customers, from onboarding through renewal and expansion. You will partner across product, support, and sales to ensure customers realize value quickly and become advocates.

In a lean, fast-moving environment, you’ll manage multi-stakeholder accounts, lead executive reviews, and drive adoption with data-driven conversations.

Qualifications

• 4+ years in a customer success or account management role at a SaaS or B2B technology company.
• Proven track record of meeting or exceeding NRR/GRR targets.
• Comfortable mentoring peers and contributing to team processes.
• Skilled at navigating ambiguity and advising senior stakeholders across IT, Workplace, and Facilities.
• Strong written and verbal communication skills.
• Passionate about hybrid work and in-person collaboration.

Responsibilities

• 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.

Skills

Customer Success

Account Management

Multi-stakeholder Management

Executive business reviews

Mentoring

AI tools usage

Job description

Robin is currently hiring a Senior Customer Success Manager to own the full lifecycle for our largest, most complex customers, from onboarding through renewal and expansion. You will partner across product, support, and sales to ensure customers realize value quickly and become advocates.

In a lean, fast-moving environment, you’ll manage multi-stakeholder accounts, lead executive reviews, and drive adoption with data-driven conversations.