Job Description

Roles & Responsibilities

Job Description

About the Role

As CASABOT’s Customer Success & Support Manager, you’ll be the voice of our customers—ensuring they not only love our product but also feel empowered using it. You’ll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.

Own and improve the customer lifecycle from onboarding to renewal.

Deliver exceptional technical and non-technical support through chat, phone, and email.

Build scalable onboarding and training processes.

Manage and mentor support engineers and success agents.

Monitor and report on customer health scores and satisfaction metrics.

Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.

Lead implementation of customer self-service resources and knowledge bases.

Handle escalations and critical customer issues with urgency and empathy.

Collaborate with Sales and Account Management on upsells and renewals.

Requirements

Customer Success & Relationship Management

5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTech

Proven track record in reducing churn and increasing customer satisfaction

Experience with customer journey mapping and lifecycle strategy

Technical Proficiency

Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)

Ability to understand and communicate technical concepts to non-technical users

Experience with support ticketing systems (e.g., Zendesk, Freshdesk)

Communication & Leadership

Exceptional communication and interpersonal skills

Customer-first mindset with a high emotional intelligence

Experience hiring, coaching, or managing support/success teams

Tools & Systems

CRM (HubSpot, Salesforce, or similar)

Support Platforms (Intercom, Zendesk)

Project management tools (Asana, Notion, Trello)

Nice to Have

Experience in pre-launch or startup environments

Familiarity with AI or automation platforms

Multilingual capabilities (especially Arabic, German, French or Italian)

Benefits

Help shape the future of AI-powered smart living

Work with a global, mission-driven team

Remote-friendly culture with flexible hours

Equity options for early-employees

Customer Success & Support Manager
Casabot

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