Manager, Customer Success & Account Management - Tackle
View Company Profile- Job Title
- Manager, Customer Success & Account Management
- Job Location
- USA
- Job Description
- 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
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Tackle Company Size
Between 5 - 20 employees
Tackle Founded Year
2020
Tackle Total Amount Raised
$500,000