CustomerSuccessLead

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 OVERVIEW 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. 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. RESPONSIBILITIES - Serve 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 experience - Work 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 improvement - Participate in Saronic’s internal training programs to develop working knowledge of MUSV systems, operational procedures, and support protocols - Capture and communicate customer feedback to internal team