Customer Success Associate, Scaled

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $85k - $105k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Tango

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

⚡ Productivity

SaaS • B2B • Productivity

Tango is a company that provides digital adoption solutions to help organizations streamline their software training and adoption processes. Their offerings include creating guides and walkthroughs that can be pinned directly to business applications, allowing users to have access to critical knowledge at the point of need. Tango's platform includes features for measuring usage, process adoption, and identifying friction points, enabling organizations to improve efficiency and reduce errors in business processes. They offer integration capabilities with various systems like CRM, ERP, HRIS, and other business applications to enhance the digital adoption experience.

📋 Description

• Build, iterate and own a systematic approach to deliver a high-quality customer experience for Tango’s scaled customers. This includes: • Creating systems that leverage AI, automation & workflow tools to scale customer engagement and deliver personalized experiences across hundreds of accounts; identify opportunities to replace manual processes with scalable systems • 1:Many programs to optimize engagement programs that meet the customer at the right moments – measuring the effectiveness & iterating to continuously improve customer outcomes; this includes timebound outreach, webinars, feature release communications, etc. • Identify both opportunities & risks within the scaled segment by monitoring data and trends to drive GRR/NRR • Collaborate cross-functionally with Product, Marketing, and Operations by identifying trends, patterns & friction points that impact activation, adoption & retention

🎯 Requirements

• 2-4 years of SaaS experience in scaled or digital customer success, customer engagement or consulting roles; experience building playbooks, templates and frameworks that support a diverse scope of customers • Highly organized with an eye for prioritization; comfortable supporting a high volume of accounts with a clear perspective on when systematic approaches vs. human-driven work can best move the needle for customers • Eagerness to hop on a call to triage an issue, provide perspective & curiosity to better understand those you support • Technical aptitude; strong systems thinking around AI, automation and scalable customer engagement with excitement around turning repetitive work into repeatable processes • Comfortable in a fast-paced, startup environment with high ambiguity; willing to create structure where processes do not yet exist • Bonus points if you have worked at Series A/B company

🏖️ Benefits

• Full Medical/Dental/Vision coverage with 100% employer contribution, FSA, and an HSA for qualified plans • Competitive compensation + meaningful equity • 401(k) plan • Work from anywhere in the US, with UberEats and Deskpass stipends—on us! • Generous annual stipend for Learning & Development & Productivity • Health and Wellness stipend • Unlimited PTO, 10 holidays, 4 personal volunteer days, 4 mental health days, and birthdays off • Paid parental leave • Subsidized National Parks Annual Pass • Subsidized Roller Skates (yes, seriously)