Customer Success Manager

Summary

Join Tailscale as a proactive, customer-centric Customer Success Manager, Scaled to help scale customer success operations and build impactful programs ensuring customers quickly realize the value of Tailscale’s solutions. You will primarily engage with customers programmatically, using automated tools and processes to support onboarding, education, and proactive outreach. As a founding member of the CS org, you will help shape and execute the customer success strategy for a large number of accounts. You will develop and implement onboarding experiences, conduct customer outreach, identify gaps in self-help resources, track customer engagement, work with other teams, leverage automation, and report on customer success metrics. The role requires strong communication skills, experience in customer success or a similar role, and familiarity with various tools. Tailscale offers a competitive compensation package and comprehensive benefits.

Requirements

• 3-4+ years in a customer success, customer service, or account management role, ideally within a SaaS company or similar tech-focused environment
• Comfort with handling a high volume of customers via automated and one-to-many engagement strategies (e.g., email campaigns, in-app messaging, webinars)
• Strong written and verbal communication skills, with the ability to communicate effectively across a variety of channels
• A passion for helping customers succeed and an understanding of how to drive value from the customer journey
• Familiarity with CS, support, and reporting tools (Jira, Salesforce Grafana, Looker)
• Experience working in a remote-first environment and comfort with asynchronous communication
• Ability to take initiative and work independently while managing a large volume of accounts and tasks

Responsibilities

• Develop and implement programmatic onboarding experiences that help customers quickly connect with Tailscale’s product and see value
• Conduct one-to-many customer outreach through email, in-app messaging, webinars, and other channels to ensure customers are progressing towards key milestones
• Identify gaps in self-help resources and create new materials (help docs, videos, tutorials) to empower customers to troubleshoot and self-serve
• Use data and tools to track customer engagement and health scores, identify potential issues, and proactively reach out to at-risk customers
• Work closely with other teams (Product, Engineering, Sales, Support) to share customer feedback and drive product improvements based on customer needs
• Leverage automation and scale tools to ensure customers receive timely updates, relevant product information, and opportunities for success within the Tailscale ecosystem
• Track and report on customer success metrics, such as onboarding completion, engagement, and customer satisfaction, and contribute to continuous improvement
• Serve as the voice of the customer and advocate for customer needs within the organization

Benefits

• A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based roles)
• Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
• All-remote with the opportunity to work from anywhere —enjoy a change of scenery wherever you can get wifi, participate in virtual and in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you)
• Connect with other Tailscalars IRL. Attend our annual company retreat, participate in team/department off-sites, or use your individual travel budget to meet up with team members in Canada, the US, or the UK
• Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities
• Paid time off and a healthy work-life integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world! We encourage all Tailscalars to take 4-6 weeks of vacation annually
• A build-your-own home office setup. You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own
• Generous parental leave program from your first day. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks