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Senior Customer Success Manager

tabs.inc

tabs.inc

Customer Service, Sales & Business Development
New York, USA
Posted on Tuesday, June 25, 2024

About the Company

Tabs is an AI-powered accounts receivable platform for B2B businesses. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power an automated AR process from contract-to-cash. Growing B2B businesses use Tabs to improve cash flows, streamline operations, and increase business model flexibility. Tabs is based in New York and is funded by top-tier VCs Lightspeed and Primary Ventures.

About the Role

We are looking to bring on an experienced Senior Customer Success Manager to help spearhead our customer success initiatives. You will be the second person on the Customer Success Team at Tabs and therefore directly involved in the development of the department.

What you’ll do:

  • Deploy customer success strategies to ensure an outstanding customer experience with Tabs, driving customer satisfaction and retention.

  • Actively engage with clients to anticipate their needs and provide solutions that enhance their experience, while also being responsive to support tickets and inquiries via Slack to address immediate issues.

  • Implement and refine customer success processes and frameworks to scale our services effectively.

  • Monitor customer health metrics and conduct regular check-ins to ensure clients are achieving their desired outcomes.

  • Collaborate with the product team to relay customer feedback and help drive product improvements and innovations based on recurring themes and customer insights.

  • Create educational content and resources to aid customers in better understanding and utilizing Tabs’ offerings.

  • Manage a portfolio of key accounts, ensuring that they receive the highest level of service and satisfaction.

Set the strategy and monitor success:

  • Help define clear objectives and key results for the customer success function, adjusting strategies in response to evolving business needs and customer feedback.

  • Develop and maintain a deep understanding of Tabs’ products and services, becoming a trusted advisor to our customers.

  • Track and analyze customer engagement and success metrics, using data to drive better support and service strategies.

  • Work cross-functionally with Sales, Product, Marketing, and Support teams to ensure alignment across all customer interactions and initiatives.

  • Identify opportunities for customer success to influence product development, marketing strategies, and sales approaches.

Who you are:

  • 5+ years of experience in Customer Success, ideally at a growing SaaS/Fintech business

  • A proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up.

  • An excellent communicator with the ability to effectively manage customer expectations and build strong relationships both internally and externally.

  • A critical thinker with an ability to identify trends in customer interactions and operationalize insights to improve the customer journey.

  • Results-oriented, with a track record of using analytical approaches to impact customer satisfaction positively.

  • Eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere.

Even if you don’t meet 100% of the qualifications, we recommend applying to the role!

We are an NYC-based team working out of our office in Midtown Manhattan 4+ days a week