Customer Success Manager

Tilt

3h • $95,000 - $110,000 • Remote

About The Position

Tilt is looking for a Customer Success Manager to join their team. This role is responsible for scaling the business by ensuring customers become "raving fans." The Customer Success team at Tilt focuses on monitoring and caring for the overall health of customers and their employees, guiding them through their journey with Tilt with empathy. The Customer Success Manager will work closely with customers to ensure their needs are met, reset expectations, and retain business through account success. This role requires a strategic and curious individual who can thrive in a constantly shifting environment and enjoys nurturing customer lifecycles into deep partnerships.

Requirements

• Experience in a customer success or account management role and a proven track record of high customer retention and growth
• Experience with leave of absence in a multistate capacity
• Personable, confident, and empathetic way of relating; known for putting others at ease and building trust and rapport quickly
• Methodology and experience in asking customers the right questions in order to uncover what truly matters to them and their business
• Passion for proving value and partnering with key stakeholders on success
• Naturally self-directed having the ability to manage multiple priorities while maintaining strict attention to detail
• Open to jumping right into a fast-paced environment and understand that we are still figuring things out
• Comfortable using a lot of systems at once, and have the ability to learn software quickly
• Thrive in an environment without a lot of structure; autonomous and know how to use your resources but also know when to ask for help when you need it
• Fearlessly flexible, curious and comfortable dealing with ambiguity
• Experience working with a startup and/or with a B2B SaaS business

Responsibilities

• Engaging with decision-makers and key stakeholders to identify, document, and partner on success outcomes tailored to their business
• Partner with internal teams to work through customer escalations to resolve issues and drive long-term customer health and stability
• Proving value and communicating progress on success via qualitative and quantitative data points
• Executing on customer renewal, expansion, and advocacy opportunities
• Ongoing development of your Tilt platform and industry knowledge around leave management and compliance
• Maintaining accurate and up to date customer records in our CRM while prioritizing opportunity and risk
• Monitoring all data and insights associated with the health of Tilt customers and responding with both proactive and reactive plays
• Serving as the “voice of customer” within Tilt, advocating for them across multiple departments and identify trends for process and product enhancements
• Constantly look for ways we can improve the customer experience and customer success practice and help to develop these improvements

Benefits

• Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents.
• 401k + match (100% match on the first 3%, 50% match on the next 2%)
• $50 monthly to spend on “What Matters Most”
• Responsible Time Off - take what you need, when you need it!
• Stock options (ISOs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed