Manager, Customer Success & Account Management

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 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.

What You'll Do:

• 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

You Should Have:

• 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

$145,600 - $200,200 a year

(Salary range is the total on target earnings)

The salary information shown is a general guideline only. Any offer extended to a candidate will be based upon multiple factors including local currency, knowledge, skillset, experience and internal equity.

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.