Customer Success Associate I

Account Management Bentonville, AR

We are Brain Corp and we enable smarter operations. We set out to create the most intelligent tools ever, and now we power the world’s largest fleet of robots operating in commercial public spaces. By injecting intelligence into our customers' operations, we transform manual operations into automated workflows, making the lives of people safer, easier and more productive. Our robots are running around thousands of stores, schools, warehouses, hospitals, offices, airports and more, solving practical challenges with revolutionary solutions. For more information on how we are turning robots into tools that serve a purpose and to learn how you can become a brainiac, please visit:

Position Summary:

Acts as the customer's trusted advisor in order to achieve their business objectives using Brain Corp’s products and services throughout all phases of the customer lifecycle. Work with Brain Corps Business Systems team to develop low touch processes and tools that deliver consistent customer satisfaction and retention. Ensure onboarding processes are executed to build a strong customer relationship foundation. Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers. Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges. The key performance metric is gross retention (subscription renewals).

Essential Job Functions:

  • Act as the main point of contact for assigned direct Brain customers, understanding customer needs, and resolving customer issues in a timely manner
  • Develop low touch account strategies that will ensure customer success using Brain product solutions
  • Own the subscription renewal process to achieve >98% renewal rate
  • Partner with the Sales team to ensure that the onboarding of new customers is accomplished to ensure lifelong customer satisfaction
  • Identify new opportunities and refer them to the Sales team
  • Partner with the Customer Success Group, Product Management and Engineering to provide the voice of the customer (VOC), identify the types of issues that generate the most challenges to both our teams and evolve the product to aim for trouble free operation

Education and/or Work Experience Requirements:

  • Bachelor’s degree in Business or other relevant fields
  • 0-2 years of customer facing experience in either a customer success or account management role ideally at a B2B SaaS firm
  • Experience with the floor care industry preferred
  • Experience with Salesforce or other Customer Relationship Management (CRM) tools

Required Knowledge, Skills, Abilities and Other Characteristics:

  • Exceptional problem-solving and analytical skills
  • Strong customer focus
  • Strong verbal and written communication skills
  • Ability and willingness to learn: Robotics, floor cleaning processes, and data analysis and reporting
  • Willingness to travel (10-20%)
  • A self-starter with a proven track record of getting customers to adopt new products and personally ensuring customers’ expectations were met

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for periods of time; operating a computer and keyboard; use of hands to finger and grasp; talk and hear at normal room levels; visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures; push or pull up to 20 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. Employees are exposed to the typical office environment with computers, printers and telephones.

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