Customer Success Champion (2nd & 3rd shift)

Summary:

Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. We aim to revolutionize the use of robotics within industry to free human resources from labor-intensive tasks to focus on more intellectual challenges.

We are seeking a Customer Success Champion! In this role, you will be responsible for driving customer satisfaction, retention, and value through relationship management, proactive support, and cross-functional collaboration. You will gain in-depth knowledge of Mujin products and provide user experience support, including handling inbound tickets, troubleshooting, and guiding customers through problem resolution. However, you will also act as a strategic advisor for accounts and use data to improve our customers’ experience.

Core Responsibilities:

• Respond to customer queries in a timely and accurate manner
• Diagnose and resolve product issues by reproducing problems, reviewing logs and applying known solutions
• Follow up with customers on open tickets to ensure issues are fully resolved and confirm customer satisfaction
• Monitor monthly data, identify risks, and provide proactive engagement
• Identify patterns in support tickets to surface product bugs, unclear documentation, or training opportunities to the team
• Test new product features before release to identify support implications and contribute to internal documentation
• Maintain long-term relationships, manage escalations, and act as a trusted advisor
• Communicate regularly with manager and team regarding recurring issues and customer concerns
• Work with product, field services, engineering, and support teams to align on customer needs
• Analyze customer health metrics and champion opportunities/goals to ensure success
• Maintain and update the customer support website, ensuring all documentation is accurate, current, and complete
• Develop and maintain an operational site metric dashboard to enable customers to monitor their internal performance.
• 30% of your time will be spent on documentation, as we transition to a world class learning organization that enables customers to be owner-operators.
  
• Ability to look at site performance and forecast site issues before they arise.

Position Requirements: 

• Bachelor's degree (computer science, engineering, or mechatronics preferred or 6 years equivalent work experience), plus
• 3+ years of equivalent work experience in customer service/success or account management
• Strong analytical and problem-solving abilities
• Experience using help desk software and remote support tools
• Understanding of Python programming
• Strong written and verbal communication skills, able to explain technical issues clearly to technical and non-technical users

What Would Set You Apart:

• Basic knowledge of HTML, CSS, and JavaScript for web development
• Familiarity with mobile application development environments for Android and iOS
• Multilingual skills are a plus, especially French

Physical Demands/ Work Environment:

• Travel Requirement: Less than 10%
• Prolonged periods of sitting at a desk and working on a computer
• Ability to work extended hours as required
• Availability to provide support during nights and weekends, as scheduled
• Schedule flexibility to support 24/7 coverage with teammates, which includes taking off shifts to cover others.
• For off-hours support, we will require 1 week per month in the office to keep team members engaged with their peers at the company and trading shift coverage to support this.
• To cover holidays, we will have on-call coverage where people respond to only incoming customer requests (November / December / PTO coverage).

This Position Description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements.

Mujin is proud to be an Equal Employment Opportunity employer.