Customer Success Associate, Scaled

About the role

We knew there had to be a better way to automate busywork and get work done faster. So we built it. With Tango, create and share how-to guides in minutes: ▶️ Capture any process as you do it ⚡ Tango automatically builds a detailed guide and can also generate automations or in-app guidance 📌 Share, embed, or pin inside your existing tools, so your team can access it from where they work. As a product-led fast growing startup, Tango powers hundreds of thousands of users at companies such as Cox, Salesforce, Gusto, Klaviyo, and Lockheed Martin. We're backed by leading venture capital firms, including Slack Fund, Salesforce Ventures, Atlassian Ventures, Wing VC, General Catalyst, GSV Ventures, Tiger Global, and Hubspot. And we're growing fast. We're building a future of work where Tango learns your workflows and rules and uses automation and intelligent agent features to help handle routine tasks. That's the future we're building-Come build it with us. TL;DR We're looking for a Customer Success Associate, Scaled to join our growing Customer Experience team. You'll own the customer journey for hundreds of customers through a combination of human engagement, AI & scalable programs. You'll be responsible for activation, engagement & retention. Reporting to the Senior Manager, CX & Success Bailey Thelen , you'll work closely with our Head of Finance & Operations, Marketing, and Commercial teams. This is a remote position based in the US.

Responsibilities

• Customer Experience: Build, iterate and own a systematic approach to deliver a high-quality customer experience for Tango's scaled customers. This includes:
• Creating systems that leverage AI, automation & workflow tools to scale customer engagement and deliver personalized experiences across hundreds of accounts; identify opportunities to replace manual processes with scalable systems
• 1:Many programs to optimize engagement programs that meet the customer at the right moments - measuring the effectiveness & iterating to continuously improve customer outcomes; this includes timebound outreach, webinars, feature release communications, etc.
• Customer Retention: Identify both opportunities & risks within the scaled segment by monitoring data and trends to drive GRR/NRR
• Collaboration: Collaborate cross-functionally with Product, Marketing, and Operations by identifying trends, patterns & friction points that impact activation, adoption & retention

Requirements

• 2-4 years of SaaS experience in scaled or digital customer success, customer engagement or consulting roles; experience building playbooks, templates and frameworks that support a diverse scope of customers
• Highly organized with an eye for prioritization; comfortable supporting a high volume of accounts with a clear perspective on when systematic approaches vs. human-driven work can best move the needle for customers
• Eagerness to hop on a call to triage an issue, provide perspective & curiosity to better understand those you support
• Technical aptitude; strong systems thinking around AI, automation and scalable customer engagement with excitement around turning repetitive work into repeatable processes
• Comfortable in a fast-paced, startup environment with high ambiguity; willing to create structure where processes do not yet exist
• Bonus points if you have worked at Series A/B company
• About you
• You're adaptable; we're a startup after all!
• You're eager; we'll make sure you have opportunities to grow
• You're fun! We're serious about not taking ourselves too seriously

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