Customer Success Manager

Tilt is looking for a Customer Success Manager to join their team and help scale the business by ensuring customer satisfaction. The role involves engaging with customers, resolving issues, and advocating for them across departments to enhance their overall experience with the company.

Responsibilities:

• 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

Requirements:

• 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 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