Customer Success Associate, Scaled

Tango

4d•$85,000 - $105,000•Remote

About The Position

We are looking for a Customer Success Associate, Scaled to join our growing Customer Experience team. You will own the customer journey for hundreds of customers through a combination of human engagement, AI & scalable programs. You will be responsible for activation, engagement & retention. Reporting to the Senior Manager, CX & Success Bailey Thelen, you will work closely with our Head of Finance & Operations, Marketing, and Commercial teams. This is a remote position based in the US. At Tango, we operate with an AI-first mindset. We expect all team members across every function to actively engage with AI and incorporate it into their work. This includes using AI tools to improve productivity, streamline collaboration, and deliver stronger outcomes for our customers. We're looking for people who are already building, learning, and finding ways AI can enhance their impact. You don't need to have all the answers, but you should be in the habit of trying.

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

Nice To Haves

Worked at a Series A/B company

Responsibilities

Build, iterate and own a systematic approach to deliver a high-quality customer experience for Tango’s scaled customers.
Create 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.
Develop and execute 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.