Senior Customer Success Manager maximizing customer retention on strategic accounts within Kaisa. Collaborating with global teams and delivering product training to enhance customer engagement.
About the role
- Senior Customer Success Manager responsible for driving product adoption and measurable ROI for Tailos customers through strategic management and customer engagement in Austin, Texas.
Responsibilities
- Serve as the primary point of contact for your book of business, conducting customer-facing activities, including on-site visits to customer properties when necessary.
- Lead the onboarding process for new customers, leveraging standardized systems, tools, and methods.
- Manage a portfolio of Strategic Accounts and their respective properties, ensuring personalized attention.
- Utilize your strong relationships and deep understanding of customer needs to identify and capitalize on opportunities.
- Actively identify expansion opportunities across customer portfolios, partnering with Sales to maximize customer ROI.
- Prepare and deliver detailed performance reports to key stakeholders regularly, highlighting relevant KPIs.
- Regularly deliver engaging slideshow presentations that tell the story of each customer’s success through data.
- Proactively identify and address potential customer dissatisfaction before it escalates.
- Work closely with internal teams at Tailos to ensure seamless product launches and post-launch activities.
- Mentor new Customer Success team members, setting the highest standards of excellence.
Requirements
- Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales services.
- Proven track record managing $1M+ ARR portfolios and driving measurable expansion revenue.
- Experience managing multi-property / multi-stakeholder relationships in hospitality, CRE, or facilities management a strong plus.
- Excellent written and verbal communication skills, with the ability to craft exceptional presentations.
- Prior experience in automation, smart home, robotics, or other high-technology industries.
- Proficiency in Vitally, HubSpot CRM, Grafana, and other Customer Success tools used to measure and communicate property-level performance.
- Ability to overcome common customer challenges, resulting in higher levels of customer satisfaction.
- Familiarity with CRM systems and experience in conducting data analysis.
- Ability to work independently and manage multiple projects simultaneously.
- Willingness to travel to customer properties.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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