Careers

Hybrid: Three days per week at our Irvine, CA office, per company policy.

Compensation: $82,000 - $92,000 annual base salary, plus eligibility for a year-end bonus.

Ozobot is revolutionizing the role of robotics in education with award-winning AI-powered programmable robots, patented screen-free coding programs, and STEAM-based learning solutions. Our products transform how children learn and create across grade levels, subjects, and learning environments. Led by a team of educators, engineers, and computer scientists, Ozobot integrates innovative product design with emerging technologies to create engaging learning experiences for students and educators.

The Customer Success Manager is responsible for owning and continuously improving the customer experience following the sales process, ensuring customers successfully adopt our products, receive meaningful value from them, and have a consistently positive experience with our company.

Sitting at the intersection of Sales and Customer Service, this role serves as the bridge between acquiring a customer and supporting their long-term success. The Customer Success Manager will partner closely with Sales to understand customer expectations, objectives, and intended product use, then proactively engage customers after purchase to ensure our products are successfully implemented, well received, and meeting their needs.

This position will also oversee the Customer Service function and provide day-to-day leadership and direction to the Customer Service team member(s). While Customer Service will continue to manage incoming questions, requests, and day-to-day support needs, the Customer Success Manager will take a broader and more proactive approach to the customer relationship by identifying trends, addressing recurring challenges, improving processes, and ensuring customer feedback is communicated to the appropriate teams throughout the organization.

The ideal candidate is highly customer-focused, proactive, organized, and relationship-oriented. They should be equally comfortable speaking directly with customers, coaching a Customer Service team member, analyzing customer feedback, and partnering cross-functionally to improve how our products and services are experienced in the market.

Key Responsibilities

Customer Success & Relationship Management

• Own the post-sale customer journey and help ensure a seamless transition from Sales through onboarding, adoption, ongoing support, and continued engagement.
• Develop strong relationships with customers and serve as a trusted point of contact for their overall experience with our company and products.
• Conduct proactive customer outreach and regular follow-up to understand product satisfaction, adoption, challenges, and opportunities for improvement.
• Ensure customers have the information, training, tools, and resources necessary to successfully implement and use our products.
• Identify customers who may be experiencing adoption challenges or dissatisfaction and proactively develop plans to improve their experience.
• Create consistent customer touchpoints and feedback mechanisms to better understand how our products are being received.
• Support customer onboarding, training, educational resources, FAQs, and other initiatives designed to increase product adoption and satisfaction.
• Build scalable Customer Success processes as the organization and customer base continue to grow.

Customer Service Leadership

• Oversee the Customer Service function and provide day-to-day leadership, direction, coaching, and support to Customer Service team member(s).
• Establish clear expectations and processes for providing timely, professional, consistent, and high-quality customer support.
• Serve as an escalation point for complex, sensitive, or recurring customer issues.
• Ensure customer inquiries and concerns are appropriately documented, resolved, and communicated internally when additional action is required.
• Review Customer Service interactions and recurring inquiries to identify opportunities for improved training, documentation, product education, or internal processes.
• Help establish and monitor Customer Service performance measures, including response time, resolution time, customer satisfaction, recurring issues, and overall service quality.
• Ensure Customer Service efforts align with the company's broader customer experience and retention objectives.

Sales Partnership & Customer Retention

• Partner closely with Sales to understand customer expectations, objectives, use cases, and commitments established during the sales process.
• Develop an effective Sales-to-Customer-Success handoff process to ensure continuity in the customer relationship.
• Provide Sales with feedback regarding customer adoption, satisfaction, recurring concerns, and emerging customer needs.
• Identify opportunities for customers to expand their use of our products and appropriately engage Sales when additional products, services, renewals, or expansion opportunities arise.
• Support customer retention and renewal efforts by proactively addressing concerns and ensuring customers continue to recognize value from our products.
• Partner with Sales on strategic customer relationships when additional support or engagement may strengthen the relationship.

Voice of the Customer & Cross-Functional Collaboration

• Serve as a strong voice of the customer within the organization, ensuring customer feedback and experiences are understood by internal stakeholders.
• Develop a structured feedback loop between customers and Sales, Product, Marketing, Operations, and other relevant teams.
• Identify patterns in customer questions, complaints, product usage, and feedback and translate those insights into actionable recommendations.
• Partner with Product and other internal teams to communicate recurring product feedback, functionality requests, usability concerns, and customer needs.
• Collaborate with Marketing to identify opportunities for improved customer education, communications, resources, testimonials, case studies, and other customer-facing initiatives.
• Help ensure product launches, updates, and changes are effectively communicated to customers and supported by appropriate resources.
• Advocate for improvements that enhance the overall customer experience while balancing customer needs with business objectives.

Reporting & Continuous Improvement

• Establish and monitor meaningful Customer Success and Customer Service metrics, including customer satisfaction, engagement, adoption, retention, renewals, support volume, response times, and recurring issue trends.
• Maintain accurate records of customer interactions, feedback, follow-up activities, and relationship status within the company's CRM and other applicable systems.
• Develop reporting that provides leadership with visibility into customer health, satisfaction, recurring concerns, and emerging trends.
• Use customer data and qualitative feedback to identify opportunities to improve processes, products, communications, and the overall customer journey.
• Continuously evaluate Customer Success and Customer Service processes and recommend improvements as the business evolves.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Customer Experience, Customer Service leadership, Sales, or a related customer-facing role.
• Experience in educational technology serving K–12 schools or districts strongly preferred.
• Experience managing or providing day-to-day leadership to customer-facing employees preferred.
• Demonstrated ability to develop strong, trusted relationships with customers.
• Strong understanding of the distinction between reactive customer support and proactive customer success.
• Excellent written and verbal communication skills with the ability to communicate effectively with customers and internal stakeholders at varying levels.
• Strong problem-solving skills and the ability to navigate complex customer situations professionally and thoughtfully.
• Highly organized with the ability to manage multiple customer relationships, priorities, and projects simultaneously.
• Comfortable analyzing customer feedback and data to identify trends and recommend improvements.
• Experience working with CRM (Hubspot preferred), customer support, ticketing, or similar customer management systems.
• Ability to work collaboratively across Sales, Customer Service, Product, Marketing, Operations, and leadership.
• Proactive, resourceful, and comfortable building new processes in a growing organization.

What Success Looks Like

Success in this role means our customers do more than simply purchase our products - they successfully adopt them, understand their value, have a positive experience using them, and want to continue their relationship with our company.

The Customer Success Manager will create greater visibility into what customers are experiencing after the sale, ensure Customer Service is operating effectively, and establish a consistent feedback loop between our customers and internal teams. Over time, this role should help the organization improve customer satisfaction and retention, strengthen product adoption, reduce recurring support issues, and make customer feedback a meaningful part of how we improve our products and business.

Ultimately, this individual will be accountable for helping ensure that the experience promised during the sales process is reflected in the experience customers actually receive.