Manager of Customer Success & Account Management, Tackle
$145.6-200.2k
OTE
+ Equity package
Helping software companies generate revenue
Be an early applicant
Helping software companies generate revenue
101-200 employees
Be an early applicant
$145.6-200.2k
OTE
+ Equity package
101-200 employees
Company mission
To positively transform the way that software is sold.
Role
Who you are
- 5+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry
- Minimum 3 years experience performing in a leadership or team lead capacity
- Experience delivering scalable customer success programs utilizing a digital, self-service approach
- Substantial understanding of risk management techniques, including the development of playbooks to proactively and effectively mitigate identified areas of churn
- Proven track record of leading a team responsible for the management of a portfolio of customers and owning a retention and expansion target
- 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, Intercom, Churnzero, Catalyst) is a plus
What the job involves
- We are seeking a dynamic and results-driven Customer Success & Account Management Leader to join our team
- As the CS & AM Manager, you will play a pivotal role in ensuring the success and satisfaction of our customers utilizing our platform to scale their cloud GTM efforts
- You will lead, define, and manage a low-touch one-to-many success motion, and manage a team of CSMs and Growth Account Managers that own a renewal and expansion target attainment
- Ultimately, our product expansion is driven directly by platform adoption and growth, and we are looking for a talented individual who knows how to drive a team responsible for customer outcomes and commercial responsibility
- This is a new motion and role within Tackle that needs to be built and requires a self-starter who is able to make a quick impact on our business
- Reporting to the Director of Success Management, you will spearhead proactive engagement strategies to drive adoption, retention, and expansion within our customer base
- This role demands a blend of strong leadership oversight, strategic thinking, customer-centricity, and cross-functional collaboration to deliver exceptional value and support to our customers
- Oversee a team of up to 2 CSM resources responsible for delivering a scalable success program, and 3 Account Managers responsible for managing the renewal and expansion of Growth and Enterprise segment customers
- Develop and execute a proactive engagement strategy to drive adoption, retention, and expansion within the customer base
- Define and establish scaled success programs that facilitate one-to-many adoption motions for ongoing enablement and engagement, and support your team in driving adoption to those programs
- Own and engage in coordinated risk management activities with your CSM and Account Managers to prevent churn
- Collaborate cross-functionally with Customer Success Operations to identify and establish the right tooling and process automation to deliver an effective and scalable Customer Success and renewal motion
- Partner with with Sales, Product, Onboarding, and Support teams to ensure a seamless customer experience
- Monitor customer health metrics and proactively address any issues or concerns to drive customer satisfaction and retention
- Report on customer health metrics, overall program adoption and engagement rates, and the success of the program
- Own and report on renewal and expansion forecasts
- Gather customer feedback and insights to inform product roadmap decisions and enhancements
- Stay current on industry trends, best practices, and competitive landscape to effectively advise customers on GTM strategies through iterative one-to-many programs
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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