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Strategic Account Manager

1 month ago

New York, New York, United States Robin AI Full time
About Robin AI

Robin AI is a pioneering force in the legal industry, dedicated to simplifying contracts for everyone. With a strong foundation in proprietary models, licensed data, and strategic partnerships with Anthropic and AWS, we're expanding our footprint across three continents and supporting some of the world's most successful businesses.

Job Summary

We're seeking a highly skilled Senior Customer Success Manager to join our team. As a trusted advisor to our most strategic and high-value accounts, you'll be responsible for managing and growing a portfolio of 10-15 key relationships. Your primary focus will be on long-term relationship building, driving product adoption, and helping customers realize maximum value from our solutions.

Key Responsibilities
  • Manage and grow a portfolio of 10-15 strategic, high-value accounts, acting as the primary point of contact for senior and executive-level stakeholders.
  • Develop and execute success plans tailored to each customer's specific business objectives and key metrics for success.
  • Conduct quarterly and annual business reviews with C-suite and executive sponsors to discuss progress, identify opportunities for growth, and ensure alignment with business goals.
  • Identify expansion opportunities by leveraging a deep understanding of the customer's business challenges and proactively recommending additional solutions and services.
  • Anticipate and mitigate churn risks, creating proactive action plans to address potential issues before they arise.
  • Drive product adoption, helping customers utilize features and functionality that align with their current and future business needs.
  • Lead internal and cross-functional collaboration, including working closely with Sales, Product, Engineering, and Support to drive the voice of the customer internally and influence product enhancements.
Requirements
  • 6+ years of experience in Customer Success, Account Management, or a related role with at least 3 years focused on managing strategic or enterprise accounts.
  • Proven track record of managing and growing complex, high-value customer relationships and delivering value through strategic advisory and consultative approaches.
  • Demonstrated ability to drive revenue growth through upselling, cross-selling, and product adoption.
  • Strong communication, negotiation, and influencing skills, with experience engaging executive-level stakeholders and decision-makers.
  • Experience working with cross-functional teams to align internal resources with customer needs and ensure successful outcomes.
  • Highly analytical mindset with the ability to leverage customer data to track health, identify risks, and spot opportunities for growth.
  • Expertise in Customer Success platforms and CRM systems, with the ability to leverage these tools to drive process improvements and customer outcomes.
  • Demonstrated ability to quickly understand complex industry environments and align products to customer objectives.
What's in it for you
  • Salary: $120,000 - $150,000, with a variable component.
  • Hybrid schedule: We offer a flexible working schedule, with the option to work from home on Mondays and Fridays.
  • Equity package: A generous equity scheme, with everyone eligible to become an owner of Robin AI.
  • Annual leave: 15 days PTO, plus public holidays observed in the USA.
  • Health: Comprehensive medical, dental, and vision coverage.
  • Growth opportunities: We prioritize promotions for high performers and support career progression.