Customer Success Lead

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.Job OverviewSaronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.We are seeking a Customer Success Lead to join our team supporting Saronic’s 150+ ft. Marauder platform. In this role, you will serve as the first point of contact for our customers, providing frontline technical support and general assistance.Drawing on your technical aptitude and customer service background, you will handle inbound cases across multiple channels, work through guided troubleshooting, and route complex issues to the appropriate engineering or field support teams. You will also participate in internal product training to build deep familiarity with our platforms.ResponsibilitiesServe as the primary point of contact for inbound customer inquiries and support requests via phone, email/ticketing, and chat/Slack. Deliver timely, professional, and accurate responses to ensure a positive customer experienceWork customers through structured troubleshooting workflows for hardware, software, and operational issues affecting Saronic USVs and related systems. Document findings and outcomes in Salesforce (SFDC)Triage and route inbound cases to the appropriate support tier. Escalate vessel and mechanical issues to the appropriate team(s)Accurately log all customer interactions, troubleshooting steps, and resolutions in Salesforce and internally developed support tools. Maintain clean case records to support reporting and continuous improvementParticipate in Saronic’s internal training programs to develop working knowledge of MUSV systems, operational procedures, and support protocolsCapture and communicate customer feedback to internal teams. Identify recurring issues and contribute to the development of knowledge base articles and support documentationIdentify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self-service resourcesQualifications2-4 years of experience in a technical support, customer support, or help desk role supporting complex or technical productsDemonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platformsExperience working in an omni-channel support environment handling phone, email, and chat contactsProficiency with CRM or ticketing platforms; Salesforce (SFDC) experience strongly preferredStrong written and verbal communication skills with the ability to translate technical information for a range of audiencesOrganized and detail-oriented, with the ability to manage multiple open cases simultaneously and maintain accurate recordsAbility to work effectively in a fast-paced, dynamic environment with evolving products and processesGenuine curiosity about technology and a strong desire to build product expertise over timePhysical DemandsProlonged periods of sitting at a desk and working on a computerOccasional standing and walking within the officeManual dexterity to operate a computer keyboard, mouse, and other office equipmentVisual acuity to read screens, documents, and reportsOccasional reaching, bending, or stooping to access file drawers, cabinets, or office suppliesLifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)Benefits:Medical Insurance: Comprehensive health insurance plans covering a range of servicesSaronic pays 100% of the premium for employees and 80% for dependentsDental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision careSaronic pays 100% of the premium under the basic plan for employees and 80% for dependentsTime Off: Generous PTO and HolidaysParental Leave: Paid maternity and paternity leave to support new parentsCompetitive Salary: Industry-standard salaries with opportunities for performance-based bonusesRetirement Plan: 401(k) plan with company matchStock Options: Equity options to give employees a stake in the company’s successLife and Disability Insurance: Basic life insurance and short- and long-term disability coveragePet Insurance: Discounted pet insurance options including 24/7 Telehealth helplineAdditional Perks: Free lunch benefit and unlimited free drinks and snacks in the officeSaronic CCPA Notice for Candidates and California EmployeesIf this role is based in the United States, it requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We are also committed to providing