Customer Success Manager

Talon.one - Boston, MA

Full-time - Mid Level

Boston, MA

About the position

As a Customer Success Manager at Talon.One, you will be responsible for building strong relationships with customers to drive product adoption and translate customer insights into actionable feedback. This role involves connecting customers' marketing goals with our API-driven product, troubleshooting issues with the technical team, and designing scalable success processes. Your communication skills will enhance enterprise solutions and streamline project management.

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 steps.
• 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.
• Prepare and deliver strategic and business value to customers daily.

Requirements

• Passion for tech and experience with SaaS products and APIs.
• Foundational 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 30+ accounts comfortably.

Benefits

• Learning budget and LinkedIn Learning.
• Competitive salaries & 401(k) plan with match.
• Medical, dental, & life insurance.
• Flexible PTO.
• Uncapped commission structure.
• Mental health support with Nilo.health.