Tackle is the leading solution built to help software companies generate revenue through a data-driven Cloud go-to-market (Cloud GTM). Our Platform and our team come together to help our customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through AWS, Google Cloud, and Microsoft.
Tackle works with more than 500 software companies including Auth0, CrowdStrike, HashiCorp, Lacework, New Relic, Snyk, VMware, and many more at every stage—from companies scaling their go-to-market to the largest software companies in the world. We are venture backed by three of the world’s top SaaS investors—a16z, Bessemer Venture Partners, and Coatue—to execute on our mission to positively transform the way that software is sold.
We are seeking a dynamic and results-driven Scaled Customer Success Leader to join our team. As the Scaled Customer Success Lead, you will play a pivotal role in ensuring the success and satisfaction of our customers utilizing our platform to scale their cloud GTM efforts. You will lead, define, and manage a low-touch one to many motion, engage with customers across our Growth and Enterprise segments, and provide strategic guidance to help them achieve their business objectives. This is a new motion and role within Tackle that needs to be built and requires a self-starter who is able to make a quick impact on our business. You will spearhead proactive engagement strategies to drive adoption, retention, and expansion within our customer base. This role demands a blend of strong leadership oversight, strategic thinking, customer-centricity, and cross-functional collaboration to deliver exceptional value and support to our customers.

What You’ll Do:

      • Oversee a team of up to 2 Scale CSM resources responsible for delivering the Scaled Success Program
      • Develop and execute a proactive engagement strategy to drive adoption, retention, and expansion within the customer base.
      • Define and establish scaled success programs that facilitate one-to-many adoption motions for ongoing enablement and engagement, and support your team in driving adoption to those programs
      • Own and engage in coordinated risk management activities with your Scale CSM team to prevent churn
      • Collaborate cross-functionally with Customer Success Operations to identify and establish the right tooling and process automation to deliver an effective Scaled CS motion
      • Partner with with Sales, Product, Onboarding, and Support teams to ensure a seamless customer experience
      • Provide onboarding assistance, training, and best practice guidance to empower customers to maximize the value of our platform.
      • Check in with customers periodically to re-evaluate GTM goals and progress toward completing them
      • Monitor customer health metrics and proactively address any issues or concerns to drive customer satisfaction and retention
      • Report on customer health metrics, overall program adoption and engagement rates, and the success of the program
      • Gather customer feedback and insights to inform product roadmap decisions and enhancements
      • Stay current on industry trends, best practices, and competitive landscape to effectively advise customers on GTM strategies

You Should Have:

      • 5+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry, of which a minimum 3 years were performed in a leadership or team lead capacity
      • Experience delivering scaled customer success programs with support from limited Customer Success resources
      • Substantial understanding of risk management techniques, including the development of playbooks to proactively and effectively mitigate identified areas of churn
      • Proven track record of managing a portfolio of customers and driving successful outcomes
      • Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts
      • Excellent communication, presentation, and interpersonal skills
      • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
      • Analytical mindset with the ability to interpret data and derive actionable insights
      • Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Intercom, Churnzero, Catalyst) is a plus
$100,000 – $137,500 a year
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