Key skills
Customer SuccessSaaS experienceAnalytical skillsCRM toolsBusiness Intelligence toolsExecutive engagementBusiness acumenIBMS softwareCommunication skillsStrategic mindsetPresentation skillsBIPower BISaaSSalesforceCRMLeadershipCommunicationAccount ManagementSales
About this role
Tango is a company focused on helping businesses make smarter decisions through technology and data. They are seeking a Customer Experience Manager who will be responsible for driving business results across a portfolio of SaaS clients, aligning product capabilities to customer outcomes, and fostering cross-functional partnerships to enhance the customer journey.
Responsibilities:
- Serve as the strategic lead for a portfolio of accounts, aligning our platform to each client’s business goals and KPIs
- Build and execute success plans tied to measurable ROI
- Lead outcome-focused QBRs/EBRs with executive stakeholders
- Monitor health, usage, and sentiment data to proactively identify risk and opportunity
- Partner cross-functionally to ensure a seamless, cohesive customer experience
- Design and execute activation and maturity plans that increase product adoption
- Identify and validate expansion opportunities tied to delivered value
- Partner with Sales on upsell and cross-sell strategy
- Maintain accurate renewal forecasting and eliminate last-minute surprises
Requirements:
- 5+ years of experience in Customer Success, Client Services, or Account Management within SaaS
- Proven track record of driving retention, expansion, and executive engagement
- Experience working with high-level clients and presenting to executive level leadership
- Strong analytical skills with experience leveraging CRM and BI tools (Salesforce and Power BI preferred)
- Excellent communication skills with the ability to influence stakeholders at all levels
- Strategic mindset with strong business acumen
- Bachelor's degree in Business, Sales, or related field
- Experience with IBMS software highly preferred (real estate management technology)