Customer Success Manager

Summary

Join Tackle, a leading solution for software companies generating cloud revenue, as a Customer Success Manager. Collaborate with a team to support a diverse customer base, ensuring platform success and satisfaction. Manage a low-touch, one-to-many customer engagement model, providing strategic guidance and proactive engagement strategies. Work closely with Account Managers on risk mitigation and growth, while identifying upsell opportunities. This role requires strong communication, analytical skills, and experience in customer success within the SaaS or cloud industry. Tackle offers a remote work environment with competitive benefits.

Requirements

• 3+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry
• Proven track record of managing a portfolio of customers and driving successful outcomes
• Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts
• Excellent communication, presentation, and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Analytical mindset with the ability to interpret data and derive actionable insights

Responsibilities

• Serve as a responsive resource for a diverse portfolio of customers leveraging our platform, ensuring they have access to the support and guidance needed to maximize and scale their cloud GTM success
• Collaborate closely with Account Manager to address retention risk by developing and performing mitigation tactics, and enhance overall customer satisfaction; Partner with your CSM counterpart to ensure a balanced workload and seamless customer support experience
• Support the development of, and execution of scalable success programs to drive one-to-many enablement, engagement, and adoption efforts
• Provide onboarding assistance, on-demand training, and best practice guidance to empower customers to maximize the value of our platform
• Serve as an extension of the Support, Onboarding, and Product teams to provide customers high-quality assistance and solutions, and collaborate cross-functionally to ensure a cohesive customer experience
• Facilitate ongoing communications with customers to answer questions, provide updates, and ensure alignment with their GTM goals
• Monitor customer health metrics and address concerns flagged by Account Managers to support retention and prevent churn
• Identify opportunities for upsell and expansion within the customer base and work closely with the Sales team to execute on them
• Document and share customer feedback to help inform product development and improvement initiatives
• Stay informed on industry trends, best practices, and competitive landscape to continuously provide value-added insights to customers

Preferred Qualifications

Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Churnzero, Catalyst)

Benefits

• Work remotely from anywhere within the US & Canada
• Competitive salary
• Equity package
• Health, dental and vision coverage
• Company off-site summits
• Monthly wellness reimbursement
• Internet and phone reimbursement
• $1000 home ergo/office set up
• Generous vacation plan & flexible work hours
• 401k + matching
• Technology tools to do your best work
• Company surprises and swag
• Awesome co-workers