RobotLAB owns the last mile of robotics and AI, by helping business owners automate tasks that people don’t want to do anymore. Spanning 36 locations nationwide, we service a range of prominent brands, including Hilton, Marriott, Disney, and Kura Sushi, as well as smaller locations such as restaurants, assisted living facilities, supermarkets, warehouses, and even nuclear power stations.

ABOUT THE ROLE

RobotLAB is looking for a highly organized, detail-oriented Customer Success Coordinator to support our Customer Success and Implementation teams. This role is the operational backbone behind post-sales customer support, coordinating implementation schedules, managing travel logistics for our field team, and serving as one of the first points of contact for customers who need assistance after their purchase. You will work cross-functionally with Operations, Implementation, and Customer Success to keep schedules on track, information accurate, and customers genuinely well taken care of.

WHAT YOU'LL DO

• Coordinate and distribute implementation schedules evenly across the Implementation team, booking travel and accommodations in a timely, accurate manner and communicating clearly with everyone involved.

• Confirm travel logistics, including flights, accommodations, and ground transportation, factoring in resource availability, cost, customer needs, and the wellbeing of the traveling Implementation Manager.

• Only finalize bookings once expectations have been thoroughly discussed and agreed upon with the customer.

• Monitor shared email inboxes and support cases consistently, responding to customers and internal team members in a timely, accurate, and courteous manner.

• Serve as one of the first points of contact for customers seeking post-sales support, ensuring every customer feels heard and walks away with a positive experience.

• Troubleshoot customer issues using existing documentation and past experience; when facing something unfamiliar, communicate honestly and set a clear timeline for follow-up rather than guessing.

• Maintain accurate, up-to-date records in Salesforce, including cost tracking, implementation details, notes, and repair or warranty order information.

• Act as a communication liaison between Operations, Customer Success, and Implementation teams to keep information flowing and prevent things from falling through the cracks.

• Proactively follow up with the Implementation team to close out open items, update line items, and ensure Salesforce reflects the current status of every order.

• Support in-office meeting coordination for the Implementation Managers, keeping schedules organized and predictable.

WHAT YOU BRING

• Strong organizational skills with the ability to manage multiple schedules, inboxes, and priorities simultaneously without losing accuracy.

• Excellent written and verbal communication skills, with the ability to communicate clearly to both customers and internal teams.

• Comfort working in Salesforce or a similar CRM, with an eye for accurate, detailed record keeping.

• A calm, solutions-oriented approach to troubleshooting, including the ability to say "I don't know, but I will find out" with confidence rather than guessing.

• Sound judgment and the ability to say no to a customer or internal request when something is not feasible, while still preserving the relationship.

• A proactive mindset with the ability to anticipate needs before being asked and follow through without needing constant direction.

• Comfort working cross-functionally across Operations, Implementation, and Customer Success without needing rigid lane boundaries.

• Prior experience in a coordinator, scheduling, logistics, or customer support role preferred.

• A genuine interest in delivering a great customer experience, even in the moments that are not glamorous.

WHAT SUCCESS LOOKS LIKE IN THE FIRST 90 DAYS

• Implementation schedules are being distributed with advance notice, typically 2 to 3 weeks out, with travel logistics confirmed accurately and communicated clearly.

• Shared inboxes and support cases are being monitored consistently, with fewer items falling through the cracks and faster response times to customers.

• Salesforce records are accurate and current, including cost tracking, implementation notes, and order status.

• You have built working relationships across Operations, Implementation, and Customer Success, and are trusted as a reliable point of communication between teams.

• You are comfortable handling the unexpected, troubleshooting confidently, and knowing when to escalate versus when to solve it yourself.

WHY ROBOTLAB

This role sits at the center of the customer experience at RobotLAB. You will have direct visibility into how our robotics implementations actually reach customers, the chance to build real relationships across departments, and the opportunity to be the calm, reliable presence that keeps a fast-moving team on track. If you take pride in being the person who makes things run smoothly behind the scenes, this is a role where that skill is genuinely valued.