Customer Success Manager

Tackle is the leading solution built to help software companies generate revenue through a data-driven Cloud go-to-market (Cloud GTM). Our Platform and our team come together to help our customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through AWS, Google Cloud, and Microsoft.

Tackle works with more than 500 software companies including Auth0, CrowdStrike, HashiCorp, Lacework, New Relic, Snyk, VMware, and many more at every stage—from companies scaling their go-to-market to the largest software companies in the world. We are venture backed by three of the world's top SaaS investors—a16z, Bessemer Venture Partners, and Coatue—to execute on our mission to positively transform the way that software is sold.

We are seeking a dynamic and customer-centric Customer Success Manager to join our team. This role is tailored for someone who thrives in a collaborative environment and excels at providing exceptional support to a broad customer base. Working alongside another CSM, you will serve as a trusted resource for our customers, ensuring the success and satisfaction of utilizing our platform to scale their cloud GTM efforts. You will manage a low-touch, one-to-many motion by engaging with customers and providing strategic guidance to help them achieve their business objectives. You will also spearhead proactive engagement strategies to drive adoption, retention, and expansion, while collaborating closely with Account Managers on risk mitigation and growth strategies. This role demands a blend of strategic thinking, a results-oriented mindset, and cross-functional collaboration to deliver outstanding value and support to our customers.

• 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.

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

Full-time employees currently enjoy these amazing perks and 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

TACKLE VALUES:

Start with the customer - We succeed when our customers succeed. That's why every role at Tackle leads to the customer. We exist to support, guide, and empower our customers. 

Explore and experiment - We are curious and creative at work, always looking for innovative ways to improve. We continuously iterate and push the boundaries of what's possible. Tackle is a safe place to try new things.

Learn and grow as a team - We seek and share knowledge across Tackle. We actively connect and collaborate with others. We welcome different perspectives and invite healthy debate.

Celebrate wellness - We value work-life harmony and personal well being. We share and appreciate stories of wellness every day. We are remote by design, so all Tacklers have the freedom to be their best selves.

Tackle together - We work openly and transparently at Tackle. We are caring, empathetic, and kind. Every Tackler plays a part in our welcoming, inclusive culture.

The Hiring Process:

 We have a transparent and streamlined hiring process that can typically be completed in one to two weeks: 

• Phone screen

• 3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)

• Some positions may require a take home test or additional steps throughout the process (this will be communicated to the candidate)

We are a welcoming, diverse team with a wide range of backgrounds and experiences. We were born and built remote and welcome others who believe remote companies are the way companies will be built into the future. At this time, we can only accept applicants who reside within the United States and Canada.

Tackle.io is proud to be an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation. Tackle makes hiring decisions solely based on qualifications, merit and business needs at the time. We hope to empower and support every individual and celebrate the diverse cultures, perspectives and experiences in our teams. Our Equal Opportunity policy applies to all employment practices within Tackle.