Location: Richmond, Virginia
Role Type: On-Site / Field-Based
Compensation: 60k - 72k base salary + healthcare stipend
About Cobotiq
Cobotiq helps organizations improve facility operations through robotic cleaning technology, deployment support, monitoring, service, and long-term adoption programs. We work with customers looking to improve cleaning consistency, labor productivity, uptime, utilization, safety, visibility, and operational performance.
We believe robots do not replace people; they empower teams to work more efficiently, consistently, and intelligently.
About the Role
Cobotiq is seeking an organized, detail-oriented, customer-centered, and adaptable Customer Success & Account Operations Specialist to support our customer success function. The right candidate will effectively support onboarding, monitor account health, coordinate issue resolution, maintain accurate records, and keep customers and internal teams aligned. Success requires someone who can build trust with operators and facility leaders, help customers feel comfortable with new technology, identify concerns early, and communicate ongoing value. Experience or interest in marketing, customer communications, CRM organization, customer education, or content development would be a strong plus.
Key Responsibilities
- Support customer onboarding, deployment follow-up, and ongoing communication.
- Serve as a professional point of contact for customers, operators, facility managers, and service partners.
- Help customers understand Cobotiq’s service plans, ticketing system, and remote support resources.
- Monitor account activity, robot usage, service needs, and performance trends to identify accounts that need attention.
- Assist with support tickets, including intake, prioritization, updates, documentation, and closure.
- Coordinate with technical support, logistics, field engineers, and service providers to resolve customer needs and minimize downtime.
- Manage record-keeping, customer notes, history, service updates, and follow-up items.
- Oversee renewal readiness, feedback collection, and testimonials.
Required Qualifications
- Comfortable working with data, account activity, and performance trends.
- Adaptability and willingness to support customer success, operations, and marketing.
- Experience in customer success, account management, client services, sales support, service coordination, operations, or another customer-facing role.
- Strong communication skills with the ability to explain technical information clearly to all audiences.
- Attention to detail and follow-through across customers, tasks, and deadlines.
- Comfort using CRM systems, ticketing systems, spreadsheets, and dashboards.
- Remains calm, professional, and solution-driven through customer frustration.
- Effective relationship-building skills, empathy, and a service mindset.
Preferred Experience
Experience in facility services, janitorial services, commercial cleaning, building operations, robotics, automation, SaaS, managed services, CRM systems, help desk/ticketing, field service coordination, customer education, marketing communications, renewals, or long-term account support is strongly preferred.
Compensation
Cobotiq offers competitive compensation based on experience, qualifications, and role fit. Final compensation will be discussed during the interview process.
Equal Opportunity Statement
Cobotiq is an equal opportunity employer. We value professionalism, accountability, curiosity, adaptability, and teamwork. We are committed to building a team that helps customers successfully adopt the next generation of facility automation.
Pay: $60,000.00 - $72,000.00 per year
Benefits:
Application Question(s):
- How many years of experience do you have in a customer-facing role such as customer success, account management, client services, sales support, service coordination, or operations?
- How many years of experience do you have using a CRM, ticketing system, dashboard, spreadsheet, or similar tool to track customer notes, issues, follow-ups, or reporting?
- Are you comfortable communicating directly with customers when they are frustrated, confused, or waiting on an unresolved service issue?
- Are you comfortable learning technical or equipment-related information and explaining it clearly to non-technical customers?
- Tell us about a time you had to manage several customer needs, open tasks, or follow-ups at once. How did you stay organized and make sure nothing slipped?
- Describe a time you helped calm a frustrated customer, client, or internal stakeholder. What did you do, and what was the outcome?
- This role blends customer success, account support, operations, light commercial awareness, and flexibility. What part of that mix interests you most, and what experience would help you succeed?
Work Location: In person
