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Senior Customer Success Manager

| Seattle
TINYpulse makes truly unique software tools for businesses that treasure their most valued resource — their people. We believe happier employees result in stronger companies! We are seeking employees that are inspired by our goal to transform the manager-employee feedback loop. Together we can make stronger cultures.
Over 1,000 companies from around the globe use TINYpulse to engage and develop high-performing teams, including Stitch Fix, HubSpot, Capital One, and Brooks Shoes & Apparel. We are also committed to giving back by donating 1% of our time to our local community, 1% of our product to non-profits, and 1% of our profits to non-profit organizations.
At TINYpulse our Customer Success team is tasked with all elements of customer happiness, including onboarding, delivery, education, consulting, retention and strategic support. As Senior Customer Success Manager you will be responsible for working with and ensuring the long term success of our enterprise customers. In this role you will have the opportunity to partner as a strategic advisor to those customers through gaining a deep understanding of their businesses and being their go to resource. This role will be based out of our new Seattle office.

Key Responsibilities
  • Successfully lead all aspects of customer communication and results for high profile customer relationships
  • Provide strategic support for large, high touch enterprise accounts including active follow up and communication. 
  • Create a plan that highlights the customers goals and activities necessary to meet that goal. Conduct regular Quarterly Business Reviews to track progress against the customers goals 
  • Oversee cross-functional support for your portfolio of customers, including product, marketing, data scientists, executives and more, to ensure maximum happiness
  • Generate strong trusted relationships with key customer partners that helps to validate the TINYpulse value proposition and uncover additional opportunities
  • Share customer successes and help develop case studies
  • Use data to glean strategic and actionable insights that delight your customers
  • Continually identify, unlock and achieve revenue growth for your customers
  • Be a role model of our core values: Delight customers, elect and spread positivity, Lead with solutions and embrace change, Increase communication with transparency, Go the extra mile with passion, Hold oneself accountable, Treasure culture and freedom

Required Knowledge, Skills and Experience
  • Bachelor’s degree or equivalent experience or aptitude
  • 5+ years of experience in a Customer focused / Account Management type-role with at least 3 years of experience managing enterprise accounts
  • Track record of success growing and retaining an enterprise-focused book of business
  • SaaS and/or HR software experience a plus
  • Strong and proven written, verbal and presentation skills
  • Data driven with the ability to identify key metrics, monitor and track performance, and make solid business decisions
  • Excellent time management and organizational skills
  • Comfortable in a fast-paced startup environment
 To be considered, please answer the following questions on your cover letter.
(1) Why do you want to join TINYpulse?
(2) Our company values spell out D-E-L-I-G-H-T. Please provide two examples (preferably from your previous employment) where you have exemplified our cultural values above. Please relate these examples to a specific TINYpulse value. 
D elight customers 
E lect to spread positivity 
L ead with solutions and embrace change 
I ncrease communication with transparency 
G o the extra mile with passion 
H old oneself accountable "Big Freedom = Big Accountability" 
T reasure culture and freedom 

TINYpulse is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.
TINYpulse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. TINYpulse complies with applicable state and local laws governing non-discrimination in employment. To request reasonable accommodation, contact HR at [email protected]
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Backbone.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • DiscoverOrgLead Gen

Location

TINYpulse Seattle headquarters is half a block from a RapidRide stop, blocks from Seattle Center, and near some of the town's best bites and brews.

An Insider's view of TINYpulse

What are some social events your company does?

Our annual conference, TINYcon, is getting less and less tiny by the year. 2019 will be our fourth, and we host hundreds of customers and prospects. We get face time with the people who actually use and hear inspiration and innovation from HR luminaries. It's also a good party.

Tyler Adams

Senior Communications Specialist

What's the biggest problem your team is solving?

One of our greatest challenges is in how we present value without overwhelming our users. We want our UX and UI to be elegant and fluid without overwhelming with functionality. One way we solve for this is gathering data about user intent, integrating deeply into user workflows, and interviewing customers to learn about problems and processes.

Amber Scoville

Lead Designer

How does the company support your career growth?

TINYpulse has a close-knit sales team with a learning mindset. We review calls, trade techniques, bring in guest experts, and collaborate during complex deals to help each other succeed. Those opportunities to improve my skills have helped me change titles three times in two years at TINYpulse after rising through the ranks as a SDR.

Kavan Davis

Senior Account Executive

What unique initiatives do you have that encourage innovation?

We stress the importance of "TINYtests" at TINYpulse. It's a term you hear not just on our product and engineering teams, but in sales and marketing. When employees see a process that can be improved, or a new area for expansion, they're encouraged to move fast and experiment. One of our values is to "treasure freedom" - TINYtests represent that.

David Niu

CEO

How do you collaborate with other teams in the company?

As a Customer Success Associate, I work with our product team to champion new ideas and suggestions shared each and every single day by our customers. I also get to work collaboratively with our marketing and sales team to make sure customers understand all of the exciting changes around the tool and have the resources they need to succeed.

Raul Garcia

Customer Success Associate

What are TINYpulse Perks + Benefits

TINYpulse Benefits Overview

TINYpulsers enjoy unlimited vacation time, full medical, dental, and vision coverage, and a strong 401(K) plan. Our parental leave plan is thorough and innovative, and ORCA cards are 100% subsidized - and both of those recent additions originated through employee feedback through the TINYpulse product!

Culture
Volunteer in local community
TINYpulse donates 1% of our time to local non-profits. For employees in Seattle, that means we have a volunteer day every quarter!
Partners with Nonprofits
TINYpulse donates 1% of our product - for free - to deserving non-profits, because employee engagement is important for all organizations.
Friends outside of work
Eat lunch together
Intracompany committees
TINYpulse has a longstanding Culture Committee that features members from each group, a Good Times Crew that plans fun events, and more.
Daily stand up
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
TINYpulse subsidizes an ORCA passport in full for commuters. That's the good one. Unlimited fares on light rail, buses, water taxis, vanpools, you name it.
Company Outings
Game Room
TINYpulse loves foosball and Ping Pong and have tables for both. We also have board games on our shelves and throw regular game nights in our living room area after work.
Stocked Kitchen
Pet Friendly
We have a well-established dog policy - new pups are introduced via resume.
Recreational Clubs
TINYpulse is a long-standing member of the Seattle IT Sports league. Last season, we fielded dodgeball and softball teams.
Professional Development Benefits
Job Training & Conferences
TINYpulse offers employees a TINYscholarship program - up to $1,000 per request to finance job-related conferences.
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