Customer Success Lead, Saronic
+ Equity & opportunities for performance-based bonuses
More information about location
Unmanned vehicles for maritime security
Be an early applicant
Unmanned vehicles for maritime security
501-1000 employees
Be an early applicant
+ Equity & opportunities for performance-based bonuses
More information about location
501-1000 employees
Company mission
To redefine maritime superiority.
Role
Who you are
- 2-4 years of experience in a technical support, customer support, or help desk role supporting complex or technical products
- Demonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platforms
- Experience working in an omni-channel support environment handling phone, email, and chat contacts
- Proficiency with CRM or ticketing platforms; Salesforce (SFDC) experience strongly preferred
- Strong written and verbal communication skills with the ability to translate technical information for a range of audiences
- Organized and detail-oriented, with the ability to manage multiple open cases simultaneously and maintain accurate records
- Ability to work effectively in a fast-paced, dynamic environment with evolving products and processes
- Genuine curiosity about technology and a strong desire to build product expertise over time
- Prolonged periods of sitting at a desk and working on a computer
- Occasional standing and walking within the office
- Manual dexterity to operate a computer keyboard, mouse, and other office equipment
- Visual acuity to read screens, documents, and reports
- Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies
- Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)
What the job involves
- 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
- 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 teams. Identify recurring issues and contribute to the development of knowledge base articles and support documentation
- Identify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self-service resources
Our take
Unmanned surface vehicles (USVs) are vehicles which operate at the surface of the water without a crew and can be used in oceanography and environmental monitoring, as well as for cargo transport or military applications. Saronic is a company developing USVs to have enhanced awareness and improved survivability, to be employed in maritime security.
Saronic's vehicles are designed to be smarter than previous models, with capabilities including adaptive path planning, multichannel communication, and the ability to better identify and track targets through a combination of passive sensors and advanced algorithms.
Saronic is clearly charting an ambitious course for the future of maritime innovation too. Through its strategic partnership with NVIDIA, the company has embedded cutting-edge AI and edge computing directly onto its autonomous vessels. By combining Saronic's shipbuilding and autonomy expertise with NVIDIA's advanced computing, the company is delivering smarter platform while modernizing US shipbuilding for the era of autonomy. With this momentum, Saronic should be able to scale its next-generation maritime solutions and lead the transformation of a critical industry.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Mar 2026
$1.8bn
SERIES D
Feb 2025
$600m
SERIES C
Total funding: $2.6bn
Company HQ
South Manchaca, Austin, TX
Leadership
Dino Mavrookas
(Co-Founder & CEO)Board Member of the Navy SEAL Foundation, and former Entrepreneur In Residence at 8VC. Spent 11 years as a Chief Petty Officer in the US Navy, from 2004 to 2015.
Rob Lehman
(Co-Founder & CCO)Founder of 9 Line Solutions, who is also a Communications Officer in the US Marine Corps. Previously the Chair and CEO of Temeku Technologies.
Vibhav Altekar
(Co-Founder & CTO)Former Advisor and Angel Investor for Standard Metrics and Chef Robotics. Spent 4 years working in Machine Learning at Anduril Industries.
Doug Lambert
(Co-Founder & COO)Former VP of Engineering at Terradepth. Before that, worked at Liquid Robotics for a total 8 years, ultimately as Head of Engineering.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 59 more jobs at Saronic