Customer Success Manager, AMER

Talon.One•Boston, MA

9h•Remote

About The Position

As a Customer Success Manager at Talon.One, you'll be part of a dynamic team consisting of Customer Success Managers and Technical Account Managers. We foster a collaborative environment and alignment with various internal stakeholders in Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole. Building on strong performance this year, our team is expanding and we’re hiring a Customer Success Manager to support our growth in early 2026. As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.

Requirements

Passion for tech and experience with SaaS products and APIs
Experience working in Customer Success, Account Management, or another client-facing role
Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
Exceptional communication skills in spoken and written English
Empathetic, positive attitude with a desire to help our customers reach their goals
Flexible approach and an ability to operate effectively with uncertainty and change.
Ability to manage a book of 15-20 accounts.
Experience working in the loyalty and promotion industry or relevant marketing-related experience

Responsibilities

Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams
Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration step
Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues
Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures
Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets
Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business.
Prepare and deliver strategic and business value to customers daily.