Customer Success Manager, Tackle
$76-82k
OTE
+ Equity
Helping software companies generate revenue
Open for applications
Helping software companies generate revenue
101-200 employees
Open for applications
$76-82k
OTE
+ Equity
101-200 employees
Company mission
To positively transform the way that software is sold.
Role
Who you are
- 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
What the job involves
- 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
Application 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)
Our take
Tackle.io is dedicated to helping software providers generate revenue. It's making it easier for clients to sell their products through the cloud marketplaces of major cloud providers such as Amazon Web Services, Microsoft Azure, and Google Cloud Platform.
The company's platform offers a range of tools to help software vendors list their products in the cloud marketplaces, as well as manage their listings and optimize their revenue stream. The company has gained great traction in the space, now working with over 500 software companies.
Founded in 2016, Tackle has received funding throughout the years from a number of investors, including Bessemer Venture Partners, Salesforce Ventures, and Mango Capital, as well as forming strategic partnerships with leading cloud providers AWS, Microsoft, and Google. With a great deal of success under its belt, Tackle is focused on further driving its services and expanding capabilities in order to remain a leader in its field.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Dec 2021
$100m
SERIES C
Mar 2021
$35m
SERIES B
Total funding: $148.3m
Company benefits
- Work remotely (across the US and Canada)
- Flexible work hours
- Compensation and equity
- Medical, dental, vision coverage
- Monthly wellness, internet, phone reimbursements
- Office equipment reimbursement
- Unlimited vacation plan
- 401(k) Plan
- Professional development opportunities and budgets
- Off-site events, meetups, and summits
- Commitment to diversity, inclusion, and belonging practices through our D&I committee, workshops, trainings, and more
Company 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.
Articles
Leadership
Dillon Woods
(Co-Founder)Previously led teams building complex enterprise software and cloud solutions as the CTO at both zData and Alpine Data.
Brian Denker
(COO & Co-Founder)Starting their career in financial services, they have ran several professional service companies and was an early team member of Greenplum, Pivotal, and Platfora.
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