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Customer Success Manager

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Job Location: North America • Full time

OUR COMPANY:

At Tugboat Logic, we wake up everyday thinking about how to help our clients sell more with security by:

  • Building the easiest to use security program and business automation platform available today
  • Delivering technology and workflow that streamlines their operations and lowers costs
  • Delighting them with insights and analysis using patented proprietary techniques
YOUR ROLE:

As a Customer Success Manager for Tugboat Logic, you’ll manage 50-100 of our clients, driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. 

At Tugboat Logic, the Customer Success Manager is the hub of the customer experience, delivering successful predictable outcomes for our customers while collaborating with cross-functional teams to ensure our customers’ success. We want our customers to find great value in using Tugboat Logic: fully adopting its stickiest features and telling all their friends and colleagues about the great experience they’ve had with us.

WHAT YOU’LL DO:

Tugboat Logic’s CSMs are involved in all aspects of support, account management, demonstrating and teaching the product, analyzing data to develop better onboarding and retention strategies, providing feedback into the product roadmap and more. 

YOUR DAY-TO-DAY:
  • Become the trusted partner and main point of contact between the company and a number of named accounts, for whom you are responsible for customer onboarding, project success, retention and renewal.
  • Drive a seamless onboarding process and work cross-functionally with other Tugboat Logic teams, external partners and auditors to ensure your customer’s success
  • Deliver and communicate ROI for your customers, throughout the customer lifecycle, ensuring your customers derive maximum value from their investment in Tugboat Logic and fully leverage their subscription
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Collaborate closely with team members to support renewals and expansion opportunities
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
YOU WOULD BE A GOOD FIT IF:
  • Educated to degree level preferred but not essential (Bachelor’s Degree in Management, Business, Computer Science)
  • 2+ years of experience in a SaaS company
  • 4+ years of experience in Customer Success, Account Management, Management Consulting, Professional Services
  • Experience working with, and managing, stakeholders and customers
  • Proven track record in a customer-facing role
  • A high level of accuracy and attention to detail is required
  • Excellent communication and interpersonal skills
  • Flexible approach, ability to create structure in ambiguous situations and design effective processes
  • Driven, self-motivated, enthusiastic and with a “can-do” attitude
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Services)
  • Team player with a passion for technology and how it can be leveraged to drive business impact
  • Experience using Gainsight CX
  • Familiarity with security or compliance concepts or industry trends (SOC2, ISO27001, HIPAA, HITRUST, NIST CSF)
  • Experience administering and configuring Gainsight CX would be an asset
YOU CAN EXPECT FROM US:
  • A fun, fast paced and supportive work environment that respects everyone
  • Competitive compensation commensurate with your experience and skills
  • Equity participation in the company, commensurate with your role

Interested?

Do you think you are the person we are looking for to join our team? Send us an email including your motivation, and your résumé.

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