Customer Success Manager

| Seattle
What are we up to at Tango Card:
Tango Card helps thousands of companies reach their goals by making rewards and incentives easy and awesome! Our customers genuinely love working with us and it shows. We are among the top 10% of Inc’s 5000 fastest growing companies; and are backed by a stellar group of investors including private equity firm FTV, Fyrfly Venture Partners, Floodgate Capital, Eric Schmidt’s Innovation Endeavors, SWaN & Legend partners, and WTI.
We have 2500+ live enterprise customers today, including some of the World’s most recognizable businesses like Twitter, Google, Extole, Microsoft, Salesforce and F5. We also work with the top Gift Card brands, such as Amazon, Starbucks, Target, Walmart, Home Depot and over 300 more in 30+ countries.
 
Why work for us:
Tango Card is proud to have been rated one of the best companies to work for by Built In Seattle. We are on an incredible path to be the #1 rewards provider, and to get there we need amazing people (like you) in support, sales, engineering, operations, and finance to realize this vision.
We foster a culture of autonomy, collaboration, and transparency with flexible working hours and slim org structures. We provide our team members with what they need to be successful, whether this is the latest technologies and tools or going to conferences to learn about industry trends. Our offices are designed for collaboration and comfort with standing desks, comfortable pod-chairs, and a very dog-friendly environment. Every TangoCardian has the chance to create, own, and grow their role. With a company like Tango Card that is experiencing high growth year over year, career growth opportunities are everywhere.
Reward yourself and join the Tango Card team.
The Job:
The Customer Success Manager at Tango Card is a critical role. You will be directly responsible for managing, servicing and growing our top customers. In addition, you will be the face of the organization to our existing customers and the voice of the customer within our company. If you love solving complicated challenges, customer interactions, and managing big projects in a high-growth environment – this role is for you.
Reports to: Director of Customer Success

As a Customer Success Manager at Tango Card, you will add value in the following areas:

  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors; learn about their needs and use cases; deliver and communicate value throughout the customer lifecycle
  • Excellent communication and presentation skills; comfortable with distilling seemingly complex information into clear and concise explanations
  • Drive the initial kickoff meeting with Sales, set timeline expectations, collect all required onboarding information and document in Salesforce so customers get off to the right start
  • Work closely with Sales and customers to develop a joint Success Plan including clear deliverables to track success milestones and continually drive business value and ROI
  • Work with the Onboarding team to ensure customers have a smooth onboarding and implementation phase by monitoring their experience, removing roadblocks and coordinating resources where needed
  • Understand how customers are using Tango Card; initiate conversations around new brand offerings and identify ways for customers to use the product more effectively to drive value and growth
  • Increase customer growth and retention by conducting quarterly business reviews (QBRs) to assess the level of satisfaction, identify additional business opportunities, and discuss ROI
  • Deliver an exceptional customer experience with proactive communication while orchestrating the right internal resources to escalate and problem solve for critical customer issues
  • Serve as the ‘Voice of the Customer’ collecting feedback on product and brand needs; provide feedback internally on how we can better serve customers and prioritize the product roadmap
  • Develop an understanding of customer and industry trends and articulate those back to the business

Our ideal Customer Success Manager will have most of the following qualifications:

  • 5+ years prior experience in Customer Success and/or account based selling
  • Familiarity working with enterprise level clients at the executive level
  • Detail oriented and analytical
  • Self-motivated, proactive team player
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • If you have the following, it's definitely a plus!:
  • Proficient in Office software; experience with Salesforce and NetSuite
  • You’re driven: No one needs to push you to excel; it’s just who you are
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use
  • You're empathetic. You want to help and serve our customers: They win, so you win

What you’ll get from us:

  • Competitive pay (money isn’t everything, but it helps)
  • Medical, Dental and Vision benefits (100% employer paid premium)
  • Unlimited PTO and a generous holiday schedule
  • 401(k) matching and equity opportunities, 401(k) 100% match of up to 6%
  • Transportation stipend to make the Seattle commute just a bit easier
  • Dog-Friendly office located in the heart of West Seattle
  • Culture that fosters autonomy, creativity, inclusion, transparency, and ownership

Tango Card is proud to be an equal opportunity employer; we are strong because we are diverse.
#PM19

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SpringFrameworks
    • VueJSFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • IntercomCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our office is near so many great restaurants in the West Seattle Junction, and conveniently located to Rapid Ride buses.

An Insider's view of Tango Card

How would you describe the company’s work-life balance?

The work/life balance exemplified from the top down. Ever since I joined 6 years ago, our CEO has visibly made time for family, whether it’s picking up his young son from TaiKwonDo practice or meeting up with his family for mid-week lunch near the office. The leadership team actually takes time off and encourages employees to do the same.

Nina

Sr. Business Development Director

What does your typical day look like?

As a member of the marketing team, each day can look very different. Whether it’s traveling to various cities to rep our company at tradeshows, writing copy for blog posts and marketing campaigns, or working with our customers to highlight their success stories, my role as marketing manager offers me a ton of variety and autonomy over my day!

Ishea

Marketing Manager

What makes someone successful on your team?

1. Customer Advocate: Be the voice of your customer internally
2. Time Management: The ability to structure your day to be the most efficient
3. Proactive: Anticipating customer needs
4. Growth Mindset: Establish customer growth milestones
5. Sense of Humor: Have fun! Our team is best known for our "Belly-Laughs"!

Elizabeth

Director (Head), Customer Success

How do you make yourself accessible to the rest of the team?

I want to hear and learn from every TangoCardian. I am always impressed by the passion our team has and the quality of thought that goes into ideas that they share with me.

I welcome conversations from anyone and always make myself available. I don't have an office and sit with our broader team, that way I'm easy find and open for feedback.

David

CEO

What’s the vibe like in the office?

The vibe in the office is best described as optimistic and upbeat. We all genuinely believe in Tango Card's mission and want to do our part to help Tango Card be the largest reward provider for the global enterprise.

We also love a good laugh! You begin to recognize your coworkers laughs real quick!

Benjamin

Manager: Talent Acquisition and Employer Brand

What are Tango Card Perks + Benefits

Tango Card Benefits Overview

We care deeply about our team members here at Tango Card. We do our best to remain very competitive in the benefits space.

Culture
Volunteer in local community
Tango Card is starting our first company-wide volunteer events. We take input from all our team members before selecting a charity.
Partners with Nonprofits
Tango Card partners with over 20 nonprofits like "RED" and "Girls Who Code". We've raised well over $1M for their causes!
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Tango Card provides an unconscious bias training as part of our HR and Recruitment initiatives.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Tango Card's covers 100% of the premium for employee health insurance.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Tango Card provides employees with a 401(k) match managed by Fidelity. We match 100% of contributions up to 6% of income.
401(K) Matching
Tango Card provides employees with a 401(k) match managed by Fidelity. We match 100% of contributions up to 6% of income.
Company Equity
Tango Card offers generous equity options to our employees, vesting over a 4-year period.
Performance Bonus
Most Tango Card employees are eligible for a yearly performance bonus or commission plan.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
You know when you work best! Work with your manager to get a schedule that works for you.
Remote Work Program
Most roles at Tango Card offer the ability to work remote 1 day or more a week.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
We understand your schedule is as unique as you are, we have an unlimited PTO policy to help make the most of our work-life balance.
Paid Holidays
Tango Card observes most major holidays, and provide paid time off during them.
Paid Sick Days
As part of our Unlimited PTO policy, employees can take as much time as they need to feel fully rested before returning to work.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
We provide company lunches during company wide meetings, this happens at least once a month.
Happy Hours
Happy hours are hosted on a "per-team" basis to help celebrate our wins!
Pet Friendly
We offer a very dog friendly office
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Lunch and learns
Promote from within
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