Customer Success Lead (Robotics)

TL;DR

Customer Success Lead (Robotics): Owning the full post-purchase customer journey and scaling the customer success function for a high-growth consumer robotics startup with an accent on white-glove service, proactive support systems, and cross-functional collaboration. Focus on building playbooks, analyzing churn signals, and bridging the gap between customer feedback and engineering/product development.

Location: On-site in Menlo Park, CA

Company

hirify.global is a startup revolutionizing home robotics with advanced spatial AI-powered floor cleaning robots designed for privacy and reliability.

What you will do

• Own the end-to-end customer journey including onboarding, activation, retention, and advocacy.
• Mentor and scale a growing customer success and support team.
• Handle direct customer interactions, tickets, and escalations to maintain deep product and user insight.
• Analyze customer data to identify trends and drive product improvements across hardware and software.
• Build and deploy proactive support systems, including AI-driven tools and self-service knowledge bases.
• Collaborate with Engineering, Product, and Marketing to translate customer feedback into actionable product fixes.

Requirements

• 3+ years of experience in customer success or experience, preferably in high-growth startups or consumer hardware/DTC.
• Proven ability to build systems and processes in fast-scaling environments.
• Strong analytical skills with experience in building dashboards and tracking retention metrics.
• Excellent written and verbal communication skills.
• Technical curiosity to understand complex hardware, software, and AI product interactions.
• Bachelor's degree required.

Culture & Benefits

• Opportunity to work on cutting-edge consumer robotics technology.
• High-ownership environment where roles are fluid and impactful ideas are prioritized.
• Collaborative, tight-knit team focused on solving complex, cross-functional problems.
• Commitment to building a world-class, deeply personal customer experience.