Vice President, Customer Success at Tackle.io

Remote
Tackle.io

VP Customer Success

USA

Customer Journey – Customer Success

Remote

Tackle is a fast-growing B2B Saas company, dedicated to helping our customers establish and grow their revenue streams through the hyperscale Cloud Marketplaces (AWS, Azure, GCP, IBM/RedHat). Tackle’s platform makes it possible for our customers to leverage the Marketplaces, without needing significant Engineering resources and we make it easier for those customers to manage, maintain and scale their Marketplace businesses as they grow. As part of that journey, Tackle becomes a trusted advisor to many different stakeholders within our customers’ organizations: Sales, Alliances, Finance, Operations, Product, and Engineering. We are backed by two of the world’s greatest SaaS investors – Bessemer Ventures and a16z and our vision is to change the way that software is sold.

The mission of this role is to scale our customer success organization to go from supporting 100’s of customers to greater than 1000 customers over the next two years. Partner across the company to continue to evangelize our customer-first mentality in all elements of Tackle. Help Tackle become a go-to support system for how our customers sell software digitally

To be successful, it is imperative that Tackle help our customers drive significant, repeatable, and sustainable revenue through the Marketplaces – some of which is accomplished through leveraging our Platform and some of which is aided by the help and support of Tackle’s Sales, Success, Support, and various other teams. As such, we need a senior executive to own driving success for our customers. This role will include all responsibilities for Customer Success activities (e.g.,presales, on-boarding, support, services, adoption and advocacy).

Responsibilities:

  • Build and lead a World-class Customer Success Team
  • Attract high potential individual contributors into the team
  • Act as ambassadors for the Tackle brand and values
  • Create a rapid onboarding process for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage iteration and continuous learning within the team

Drive Customer Success Outcomes

  • Manage Customer Activities across Presales, Onboarding, Customer Enablement, Services, Support and Advocacy for Tackle’s top customers
  • Helping ensure our customers rapidly get to first transactions and reliably get to repeatable transactions and revenue over time
  • Ensure customers can effectively manage their MP businesses once they start to scale
  • Define and guide the programmatic support required to advise our customers on building and growing their Marketplace businesses
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in the journey
  • Identify opportunities for continuous improvement

Manage Customer Success Activities

  • Presales
  • Onboarding
  • Training
  • Professional Services
  • Customer Support
  • Customer Success Management

Measure Effectiveness of Customer Success

  • Collaborate with Sales to create and continuously iterate on Customer Scorecard
  • Define operational metrics for team
  • Establish a system for tracking metrics
  • Establish and measure high touch programs for Tackle’s top customers
  • Automate and scale high touch programs to the benefit of all customers
  • Establish clear feedback loops and handoffs between all relevant stakeholders

Enhance Effectiveness and Efficiency Through Technology

  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform

Inspire Customer Success Across Company

  • Create a company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around enablement and programs to impact success, which will lead to revenue growth
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Create a company-wide customer feedback loop

Required Experience/Skills:

  • 7+ years experience in leading customer-facing SaaS organizations
  • Experience managing a team of 50+ growing at 50%+ year over year
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Inspirational, fun-seeking, creative, and empathetic leadership qualities
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree

Benefits of joining the Tackle Team:

Full-time employees currently enjoy these amazing benefits:

  • Work remotely
  • Competitive Salary
  • Health, Dental and Vision Coverage
  • Company off-site Summits
  • Monthly Wellness Reimbursement
  • Internet and Phone Reimbursement
  • $500 Home ergo/office set up
  • Generous Vacation Plan
  • 401k
  • Technology tools to do your best work
  • Company Surprises and Swag
  • Awesome Co-workers

We are a welcoming and diverse team with a wide range of backgrounds and experiences. We were born and built remote and welcome others who believe remote companies are the way companies will be built into the future. At this time, we can only accept applicants who reside within the United States.

Tackle.io is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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