Customer Success Manager, Mid-Market

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🕒 2 days ago

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TapMango

WebsiteLinkedInAll Job Openings

51 - 200 employees

TapMango strengthens relationships by providing a Customer Engagement Platform offering businesses innovative solutions through their own loyalty program.

📋 Description

• Build and maintain strong relationships with a portfolio of mid-market merchants. • Conduct proactive strategy calls and business reviews to help merchants maximize the value of the TapMango platform. • Increase product adoption by identifying underutilized features and recommending solutions tailored to each merchant's goals. • Monitor account health and proactively engage merchants showing signs of declining engagement or churn risk. • Develop success plans that drive customer outcomes and long-term retention. • Identify opportunities to expand accounts through additional products, features, locations, or services that provide value to the merchant. • Own the contract renewal process, ensuring merchants understand the value they're receiving and helping secure long-term partnerships. • Partner with Sales, Support, Product, and Marketing to ensure a seamless customer experience. • Maintain accurate account notes, renewal forecasts, and customer activity within internal systems. • Serve as the voice of the customer by sharing feedback and product insights with internal teams.

🎯 Requirements

• Minimum of 2 years of experience in Customer Success, Account Management, Customer Engagement, or another client-facing relationship management role. • Strong relationship-building and communication skills. • A consultative mindset with the ability to uncover customer needs and recommend solutions. • Experience managing renewals, retention, or expansion conversations is an asset. • Ability to prioritize a portfolio of accounts while maintaining a high level of customer engagement. • Strong organizational skills and attention to detail. • Comfortable analyzing account health and customer usage to identify opportunities and risks. • Self-motivated, proactive, and results-oriented. • Sales experience, particularly in consultative or solution-based selling, is considered a strong asset. • Experience with SaaS, loyalty, restaurant technology, or hospitality is considered an asset.

🏖️ Benefits

• Generous time off plan • Comprehensive health benefits • Subsidized gym membership • Continuous virtual coaching and support • Performance recognition • Professional development program • Growth opportunities (we really mean it!)