Customer Success Manager

Customer Success Manager @ Tilt Tilt (check us out here) is looking for a Customer Success Manager to join our team and help us scale our business by ensuring we turn every customer into a raving fan. Our Customer Success team At Tilt, We Love Our Customers and our Customer Success team is all about monitoring and caring for the overall health of our customers and their employees. We serve with empathy to help guide our customers and their employees through every step of their journey with Tilt and leaves. Who are you? As our newest Customer Success Manager on the Customer Success team, you will work closely with our customers to ensure their needs are being met consistently, to reset expectations as needed and to retain their business through overall success of their account. Empathy is your middle name! You have demonstrated the ability to be as curious as you are strategic, and can thrive in an environment that is constantly shifting. At the end of the day, nothing makes you happier than understanding and nurturing a customer lifecycle that grows into deep partnership. Day-to-day, you will get your hands dirty by 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 You’re a great fit if You have experience in a customer success or account management role and a proven track record of high customer retention and growth You have experience with leave of absence in a multistate capacity You are personable, confident, and have an empathetic way of relating; known for putting others at ease and building trust and rapport quickly You have methodology and experience in asking customers the right questions in order to uncover what truly matters to them and their business You have a passion for proving value and partnering with key stakeholders on success You are naturally self-directed having the ability to manage multiple priorities while maintaining strict attention to detail: you’ve mastered the intersection of urgent and important You’re open to jumping right into a fast-paced environment and understand that we are still figuring things out (aka - we’re looking for you to help us build things!) You are a comfortable using a lot of systems at once, and have the ability to learn software quickly You thrive in an environment without a lot of structure; you’re autonomous and know how to use your resources but also know when to ask for help when you need it You’re fearlessly flexible, curious and comfortable dealing with ambiguity. You have experience working with a startup and/or with a B2B SaaS business Virtues/Competencies 1. Health & Family First You've proven to be able to integrate all aspects of your life in a way that produces excellent work and ensures you care for what matters most in your life You get things done at a pace consistent with the business needs You consistently show up prepared, dependable and follow through on commitments 2. Autonomy + Team. Always You are highly organized and can manage multiple priorities and deadlines at once You are focused on scale and building - you understand that pace is equally as important as quality 3. Be Curious When you don’t have all of the answers, you dig in and ask questions You don’t let negative assumptions drive your actions and instead assume positive intent and find truth You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth 4. Love Our Customers You lead with empathy and compassion, meeting customers where they are and supporting them with intention and care You take the time to deeply understand customers’ needs, goals, and challenges, not just the task at hand You communicate openly and honestly, even when conversations are difficult 5. Fearlessly Flexible You embrace change and navigate ambiguity with confidence and curiosity You take initiative and make progress even when direction isn’t fully defined Total Compensation The projected annual salary starts at $95,000-110,000 OTE and stock options (ISOs), because we believe everyone should have some stake in our business. We are people-first and this ain’t some PR jazz, we truly give a damn about our peeps! Additional benefits include: 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! More about our amazing Perks and Benefits can be found here! More about Tilt Tilt’s mission is big: make leave not suck. We are building a product that makes it easy for people to switch between work and life. If you join us, you’ll be part of a fearless band of humans helping employers balance empathy with economics. We’re changing the status quo and it’s hard. You should know that now. You should also know that joining Tilt means the opportunity to be a change-maker. We’re thinkers, doers, revolutionaries, dreamers, get shit done-ers, and bold enough to tackle a really complex space. We are a post series A company that has raised $20 million to date. Remote Work & Flexibility We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work. Overall, we trust our team and are focused on outcomes not outputs. Equal Opportunity Employer We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer. Employment at Tilt is based solely on a person’s merit and qualifications related to their professional competence. Tilt does not discriminate against any employee or applicant because of race, color, creed, religion, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law. We comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity. So what do you say? Do you want to join our team?