Description
We are seeking a dynamic and results-driven Scaled Customer Success Leader to join our team. As the Scaled Customer Success Lead, 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 motion, engage with customers across our Growth and Enterprise segments, and provide strategic guidance to help them achieve their business objectives. 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. 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.
We are seeking a dynamic and results-driven Scaled Customer Success Leader to join our team. As the Scaled Customer Success Lead, 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 motion, engage with customers across our Growth and Enterprise segments, and provide strategic guidance to help them achieve their business objectives. 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. 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 Scale CSM resources responsible for delivering the Scaled Success ProgramDevelop 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 programsOwn and engage in coordinated risk management activities with your Scale CSM team to prevent churnCollaborate cross-functionally with Customer Success Operations to identify and establish the right tooling and process automation to deliver an effective Scaled CS motionPartner with with Sales, Product, Onboarding, and Support teams to ensure a seamless customer experienceProvide 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 themMonitor customer health metrics and proactively address any issues or concerns to drive customer satisfaction and retentionReport on customer health metrics, overall program adoption and engagement rates, and the success of the programGather customer feedback and insights to inform product roadmap decisions and enhancementsStay current on industry trends, best practices, and competitive landscape to effectively advise customers on GTM strategies
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, of which a minimum 3 years were performed in a leadership or team lead capacityExperience delivering scaled customer success programs with support from limited Customer Success resourcesSubstantial understanding of risk management techniques, including the development of playbooks to proactively and effectively mitigate identified areas of churnProven track record of managing a portfolio of customers and driving successful outcomesStrong understanding of cloud technologies, GTM strategies, and digital marketing conceptsExcellent communication, presentation, and interpersonal skillsAbility to thrive in a fast-paced, dynamic environment and manage multiple priorities effectivelyAnalytical mindset with the ability to interpret data and derive actionable insightsExperience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Intercom, Churnzero, Catalyst) is a plus
