Head of Customer Success

About Slip Robotics

Slip Robotics is at the forefront of robotic automation, delivering cutting-edge solutions that transform how businesses move goods. Our autonomous platforms redefine efficiency, reliability, and scalability in logistics. We’re a fast-growing team of innovators passionate about helping customers adopt automation seamlessly and successfully.

Role Overview

We are seeking an experienced Head of Customer Success to lead and scale our customer success function. This leader will be responsible for driving adoption, satisfaction, retention, and expansion across our customer base. You will partner closely with Sales, Product, and Operations to ensure our customers maximize value from Slip Robotics’ solutions and become long-term advocates.

The ideal candidate combines deep operational experience with a strategic mindset. You have built and scaled customer success frameworks, excel at managing complex deployments, and thrive at the intersection of product, operations, and customer outcomes.

Requirements

• Leadership & Strategy
• Define and execute the customer success strategy aligned with Slip Robotics’ growth goals.
• Own NRR as the north star metric for Customer Success, driving expansion opportunities while ensuring strong gross retention.
• Build and lead a high-performing Customer Success team.
• Establish KPIs, processes, and tools to drive scalable impact.
• Customer Journey Ownership
• Oversee the full post-sales lifecycle : onboarding, deployment, training, adoption, support, renewal, and most importantly, expansions.
• Develop repeatable frameworks for seamless customer onboarding and rapid time-to-value, including scalable playbooks for onboarding, QBRs, health scoring, and churn-risk management, replacing one-off heroics with structured, repeatable processes.
• Create advocacy programs that foster case studies, referrals, and strong NPS / CSAT performance.
• Cross-Functional Collaboration
• Act as a trusted counterweight to Operations—partnering to prioritize customer-impactful fixes, avoiding blame, and packaging these stories for executive and board-level communication.
• Partner with Product to translate customer insights into roadmap priorities.
• Collaborate with Sales to ensure smooth handoffs and identify expansion opportunities.
• Work with Operations to guarantee reliable deployments and operational excellence.
• Customer Advocacy & Growth
• Navigate difficult customer conversations with diplomacy, balancing advocacy with realism.
• Build trust even when delivering tough messages by framing them in terms of long-term partnership and reliability gains.
• Build deep, trusted relationships with customer stakeholders (from operators to executives).
• Serve as a customer advocate internally, ensuring their voice informs decisions.
• Drive expansion opportunities by demonstrating business value.

Qualifications

Benefits