Team Lead, Scaled Customer Success

April 25

Tackle.io

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Accelerate revenue through Cloud Marketplaces

Amazon Web Services • Google Cloud Platform • Microsoft Azure • Amazon Marketplace • Reporting Tools

51 - 200

💰 $100M Series C on 2021-12

Description

• Oversee a team of up to 2 Scale CSM resources responsible for delivering the Scaled Success Program • 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 Scale CSM team to prevent churn • Collaborate cross-functionally with Customer Success Operations to identify and establish the right tooling and process automation to deliver an effective Scaled CS motion • Partner with with Sales, Product, Onboarding, and Support teams to ensure a seamless customer experience • Provide onboarding assistance, training, and best practice guidance to empower customers to maximize the value of our platform. • Check in with customers periodically to re-evaluate GTM goals and progress toward completing them • 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 • 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

Requirements

• 5+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry, of which a minimum 3 years were performed in a leadership or team lead capacity • Experience delivering scaled customer success programs with support from limited Customer Success resources • Substantial understanding of risk management techniques, including the development of playbooks to proactively and effectively mitigate identified areas of churn • 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, Intercom, Churnzero, Catalyst) is a plus

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service