Enterprise Customer Success Manager

$90,000 - $100,000/Yr

Tailos Enterprises - Austin, TX

Full-time - Mid Level

Austin, TX

About the position

The Enterprise Customer Success Manager at Tailos is responsible for driving the success and expansion of Tier 1 accounts, ensuring that strategic customers achieve maximum value from Tailos' automation technology. This role focuses on product adoption, customer satisfaction, and identifying upselling opportunities, while also laying the groundwork for future leadership roles within the company. The position requires exceptional relationship management, strategic thinking, and a commitment to continuous improvement in customer success processes.

Responsibilities

• Manage and engage Tier 1 accounts to drive product adoption and expansion.
• Build and maintain strong relationships with key stakeholders across accounts.
• Lead the onboarding of new customers using standardized systems and processes.
• Oversee post-launch customer satisfaction and product utilization.
• Manage a complex portfolio of parent and child accounts effectively.
• Drive referral business by leveraging existing customer relationships.
• Collect, analyze, and report on key performance indicators (KPIs).
• Prepare and deliver engaging presentations and performance reports to stakeholders.
• Identify and address potential challenges proactively to enhance customer satisfaction.
• Collaborate with internal teams for seamless product launches and support.
• Leverage customer success tools to monitor customer health and automate tasks.
• Mentor new Customer Success team members to uphold high standards.

Requirements

• Minimum of 6 years in a customer success or related role.
• Strong track record of managing Tier 1 accounts in a technology-driven industry.
• Experience in automation, smart home, robotics, or similar sectors is highly desirable.
• Exceptional verbal and written communication skills for presentations.
• Proficiency in using customer success platforms and CRM systems.
• Strong problem-solving skills and ability to thrive in a lean team environment.
• Strategic thinking with a focus on long-term customer success.

Nice-to-haves

• Experience in data analysis and using insights to drive decision-making.
• Technical proficiency in automation tools and software.

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement