Customer Success Manager @ Tilt

As our newest Customer Success Manager on the Customer Success team, you will work closely with our customers to ensure their needs are being met consistently, to reset expectations as needed and to retain their business through overall success of their account. Empathy is your middle name! You have demonstrated the ability to be as curious as you are strategic, and can thrive in an environment that is constantly shifting. At the end of the day, nothing makes you happier than understanding and nurturing a customer lifecycle that grows into deep partnership.

Day-to-day, you will get your hands dirty by

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

You're a great fit if

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 a 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

Virtues/Competencies

1. Health & Family First

You've proven to be able to integrate all aspects of your life in a way that produces excellent work and ensures you care for what matters most in your life

You get things done at a pace consistent with the business needs

You consistently show up prepared, dependable and follow through on commitments

2. Autonomy + Team. Always

You are highly organized and can manage multiple priorities and deadlines at once

You are focused on scale and building - you understand that pace is equally as important as quality

3. Be Curious

When you don't have all of the answers, you dig in and ask questions

You don't let negative assumptions drive your actions and instead assume positive intent and find truth

You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth

4. Love Our Customers

You lead with empathy and compassion, meeting customers where they are and supporting them with intention and care

You take the time to deeply understand customers' needs, goals, and challenges, not just the task at hand

You communicate openly and honestly, even when conversations are difficult

5. Fearlessly Flexible

You embrace change and navigate ambiguity with confidence and curiosity

You take initiative and make progress even when direction isn't fully defined

Total Compensation

The projected annual salary starts at $95,000-110,000 OTE and stock options (ISOs), because we believe everyone should have some stake in our business. We are people-first and this ain't some PR jazz, we truly give a damn about our peeps!

Additional benefits include:

Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents.

401k + match (100% match on the first 3%, 50% match on the next 2%)

$50 monthly to spend on "What Matters Most"

Responsible Time Off - take what you need, when you need it!

More about our amazing Perks and Benefits can be found here!

Remote Work & Flexibility

We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work. Overall, we trust our team and are focused on outcomes not outputs.

So what do you say? Do you want to join our team?