Head of Customer Experience

We're deploying

robotic security to make communities safer so people can thrive.

Backed by Atlanta Ventures and Fuse VC, we've become the largest robotic security company in the US in just over a year, operating the largest fleet of quadruped robots in the country. We've sold over 120 robots, and we're just getting started.

About Undaunted
Why This Role Exists
We go out of our way to be proactive and make every customer happy. We have never had a customer churn or a paid pilot not convert. However, our sales are growing faster than the processes for making our customers happy. That's a good problem, and it's exactly the problem you'll be hired to solve. Getting customers to trust robots with their properties’ security is through how smoothly installations go and how fast we respond when something breaks, particularly during the pilot period.

As Founding Customer Success Leader, you'll report directly to the Head of Sales and our Operations Leadership.

What You'll Own & Where You’ll Collaborate
You’ll take ownership of three existing functions…

Installations

: Make deployment repeatable and predictable, from site survey through go-live, in partnership with Manufacturing, Field, and Sales.

Billing & Collections:

Create processes for onboarding onto properties internal platforms, run COI approvals, and Collect from Customers.

Onboarding & CS Communications:

Design how we anticipate customer needs, resolve issues, and turn happy customers into renewals and expansions.

You will work closely with…

Sales

to design and execute the handoff from sales to ongoing service,

Maintenance & Field Service

to make sure our robot reliability is exceeding customers expectations,

Mission Control

(our 42-person team that monitors cameras and operates robots 24/7) to schedule coverage and ensure we are exceeding expectations,

Manufacturing & Supply Chain

to communicate go-live dates and when the customer needs our products and services to be ready.

Your First 90 Days
First 30 Days: Learn and Stabilize

Work alongside Manufacturing, Field, and Sales to implement a repeatable, more predictable installation process.

Transition from manual, reactive firefighting to a repeatable, automated system for platform onboarding, insurance compliance, and payment collection.

First 60 Days: Instrument and Organize

Map out customer journey from sale through pilot conversion and expansion. Redesign customer communications and planned touchpoints and moments that surprise and delight customers.

Design and implement automated sales handoff to manufacturing, installation, and Mission Control.

First 90 Days: Build for Scale

Build the recruiting, onboarding, and operating model strategy for adding additional Customer Success team members.

Build the renewal strategy and customer communications plan to ensure customer satisfaction and retention.

What Success Looks Like in Year One
We are the best security technology or security business that our customers have ever worked with. They trust us to own their problems and make security easy and effective for them.

Installations, Manufacturing, and Billing & Collections run on a playbook, not heroics.

Every pilot customer converts and then quickly expands, every customer renews.

Who You Are

A builder, not just an operator.

You've worked in process-oriented roles, such as operations, consulting, product management, or similar, and you've built processes from zero, not just run ones you inherited or designed them in a deck that is left on the shelf.

Right-sized in your process design.

You create the right amount of process for where the business is today, not where it will be in a year or two. You know when a spreadsheet is the answer and when it's time to migrate inventory, supply chain, customer service, or another process to a more robust system.

Comfortable in chaos.

You've thrived (or want to thrive) inside a rapidly scaling startup, where needs change weekly and 'that's not my job' isn't in anyone's vocabulary.

A strong listener and communicator.

You take the time to understand the work everyone actually does, including, and most importantly, the frontlines (Field techs, Mission Control operators, Installers, etc.), design process around that reality, and earn the organization's buy-in to adopt and run it.

Bonus, not required:

experience with physical products, hardware fleets, field operations, or robotics-as-a-service. If you've kept physical assets running in the real world, tell us about it.

Our Values (Non-Negotiable)
We are looking for someone who is passionate, gritty, and treats our company values as non-negotiable:

Customer-First:

We anticipate needs and will go any length to make our customers incredibly happy.

Team over Self:

We put the team's goals and collective success ahead of personal agendas or ego.

Conflict is Love:

We love our teammates and champion them, but the best way to show love is stepping on toes, disagreeing, then making up.

Scrappy:

We don't let perfection get in the way of “good enough.” Speed of action and iteration solves all problems.

Radical Doers:

We set outrageously ambitious goals, develop clear targets, and deliver through focused action and measurable results.

What We Offer

Competitive annual salary, benefits, and meaningful equity in a category-leading, venture-backed startup

A founding leadership seat with a direct line to company leaders and real decision rights over the operational core of the business that make our customers happy.

In-person work at our offices in South Downtown Atlanta, at the new Atlanta Tech Village Sylvan

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