Customer Success Manager

What We’re Up to at Tango

Tango believes that rewards, incentives, and payments are more than transactions. They’re opportunities to fuel stronger relationships with people, and better performance for business. Whether you’re focused on customer loyalty or employee engagement, wellness or research participation, we can help you seamlessly send smiles and drive results.

Why Work for Us

We care about each other and our customers. Our team is autonomous, collaborative, creative, and eager to learn. We are an inclusive and diverse company that offers excellent health, dental, and vision benefits, flexible PTO, and competitive compensation packages. We’re doing incredible things with awesome people, and we’d love for you to join us!

The Job

As a Customer Success Manager at Tango, you'll step into a role where every interaction counts. You'll be the linchpin between our small to medium-business clients and our internal teams, ensuring that our clients receive unparalleled support and advocacy. You'll be instrumental in delivering exceptional service and fostering long-term relationships. Your ability to distill complex information into clear and concise explanations will be crucial as you address client needs and solve critical issues. With a focus on collaboration and problem-solving, you'll play a pivotal role in helping our clients achieve their desired goals in a high-growth environment.

At Tango, we're looking for a proactive and customer-centric individual who thrives in a fast-paced environment. With at least 2 years of prior experience in Customer Success Management or Account Management, you'll bring a wealth of knowledge and expertise to the table. Your ability to build rapport and cooperative relationships with customers will be essential as you serve as the 'Voice of the Customer' within our organization. 

Reports To: Sr. Manager, Customer Success

As Customer Success Manager at Tango, you will:

 

• Collaborate closely with Business Development and the Product Support Teams to understand client programs, set timeline expectations, collect required brand review information, and document as needed.
• Learn and anticipate clients' needs to deliver and communicate our value effectively thus creating product advocates out of our customers.
• Distill seemingly complex information into clear and concise explanations to support our clients' needs.
• Deliver an exceptional customer experience as the dedicated representative to your assigned clients, by utilizing the right internal resources to escalate and problem-solve for critical client issues
• Serve as the 'Voice of the Customer’ by collecting feedback on product and brand needs and then providing feedback internally on how we can better serve clients and prioritize the product roadmap.
• Fulfill duties as requested to help ensure our customers' reward initiatives are successful and Tango Card's company targets are reached or exceeded.

 

To be effective in our Customer Success Manager role, you must have:

• 2+ years prior experience in Customer Success Management, Account Management, Customer Service, or similar support position.
• Proficient in Microsoft Office software, email communications, and their various nuances (cc vs. bcc, etc.)
• Ability to identify business opportunities and take appropriate action on those opportunities
• Ability to build strategic, cross-functional relationships to help achieve business goals
• Ability to build rapport and cooperative relationships with customers
• Ability to respond quickly to meet customer needs and resolve problems
• Ability to give and receive constructive feedback from your team members, regularly participating in recognition, and asking for feedback
• Ability to identify critical activities and adjust priorities when appropriate
• Ability to maintain effectiveness when experiencing ambiguity or major changes in work tasks or the work environment

Our ideal Customer Success Manager at Tango will have most of the following skills and experience:

• Experience with CRMs (Salesforce) and ERPs (Netsuite) is a plus!
• Experience with API integrations

Salary: The targeted pay range for this position is between $60,000 - $102,000. Please note that the actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, and experience.  Certain positions are eligible for additional forms of compensation such as bonuses.

This posting is open for applications through April 12, 2024. After this date, we'll take down the posting while we review the applicant pool.

 

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Please note: visa sponsorship is not available for thi