Senior Customer Success Lead: Onboarding & Scale

Roboticsconnected

Austin (TX)

On-site

USD 120,000 - 170,000

Full time

14 days+

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Job summary

ICON in Austin, TX is seeking a Senior Customer Success Manager to own Titan customer relationships from onboarding through active project support. You will be the primary contact, ensure timely onboarding, and drive scalable CS processes as the team grows.

You will collaborate with Sales, Training, Design, and Engineering to ensure smooth transitions and maintain accurate account health tracking in HubSpot. The role requires 8+ years in customer-facing roles and strong cross-functional skills.

Qualifications

8+ years in customer-facing roles, account coordination, project coordination, or operations support.
Bachelor’s degree in Business, Operations, Engineering, Architecture or related field.
Strong written and verbal communication; ability to synthesize multi-stage operational info for leadership.
Proficiency with CRM tools (HubSpot) and project management platforms (Asana, Monday.com, Jira, Notion).
Ability to work cross-functionally in a fast-paced, dynamic environment.

Responsibilities

Own relationships with Titan customers end-to-end from onboarding through active project support.
Serve as the primary point of contact for assigned customers with ongoing communications and cadence.
Own the customer onboarding process end-to-end ensuring agreements and intake materials are complete on time.
Identify and resolve risks across the customer journey to keep projects on schedule.