Customer Success Manager

ABOUT THE ROLE:

As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.

ABOUT THE TEAM:

As a Customer Success Manager at Talon.One, you'll be part of a dynamic team consisting of Customer Success Managers and Technical Account Managers. We foster a collaborative environment and alignment with various internal stakeholders in Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.

ONCE YOU ARE HERE YOU WILL:

• 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 with a book of business. 
• Prepare and deliver strategic and business value to customers daily

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Passion for tech and experience with SaaS products and APIs
• Founded 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

WHAT'S IN IT FOR YOU:

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