[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Tilt is looking for a Customer Success Manager to join their team and help scale the business by ensuring customer satisfaction. The role involves engaging with customers, resolving issues, and advocating for them across departments to enhance their overall experience with the company.ResponsibilitiesEngaging with decision-makers and key stakeholders to identify, document, and partner on success outcomes tailored to their businessPartner with internal teams to work through customer escalations to resolve issues and drive long-term customer health and stabilityProving value and communicating progress on success via qualitative and quantitative data pointsExecuting on customer renewal, expansion, and advocacy opportunitiesOngoing development of your Tilt platform and industry knowledge around leave management and complianceMaintaining accurate and up to date customer records in our CRM while prioritizing opportunity and riskMonitoring all data and insights associated with the health of Tilt customers and responding with both proactive and reactive playsServing as the “voice of customer” within Tilt, advocating for them across multiple departments and identify trends for process and product enhancementsConstantly look for ways we can improve the customer experience and customer success practice and help to develop these improvementsSkillsYou have experience in a customer success or account management role and a proven track record of high customer retention and growthYou have experience with leave of absence in a multistate capacityYou are personable, confident, and have an empathetic way of relating; known for putting others at ease and building trust and rapport quicklyYou have methodology and experience in asking customers the right questions in order to uncover what truly matters to them and their businessYou have a passion for proving value and partnering with key stakeholders on successYou 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 importantYou'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 comfortable using a lot of systems at once, and have the ability to learn software quicklyYou 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 itYou're fearlessly flexible, curious and comfortable dealing with ambiguityYou have experience working with a startup and/or with a B2B SaaS businessBenefitsComprehensive 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!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.Company OverviewTilt is a third-party leave administration software that simplifies the leave management process through technology and automation. It was founded in 2017, and is headquartered in Fort Collins, Colorado, USA, with a workforce of 51-200 employees. Its website is https://hellotilt.com.