Customer Success Manager

About TINT

Hi, we're TINT! Our mission is to address the problems of falling consumer trust in brands and diminishing returns on marketing spend.We built the platform to make it easy to identify, engage, and mobilize consumers. And we developed our methodology, a proven process to create a thriving brand community with immediate impact and lasting business value.

Trusted by over 5,000 brands in more than 173 countries for our unique mix of software, services, and expertise to cultivate communities and scale impact to create awareness, engagement, and loyal customers. 

TINT is headquartered in the heart of beautiful downtown San Antonio with global offices in Poland and the UK.

About the Role

We're committed to helping our customers achieve success with TINT, and our most successful customers rely on our programs and team. You'll play a key role in ensuring our customers get maximum value from our solutions. Our success program is tailored to each customer's unique needs and strategic objectives.

At the heart of this are our versatile Customer Success Managers. We seek naturally curious professionals, problem-solvers driven to exceed customer expectations through exceptional service and strategy.

In this role, you'll foster strong relationships at all levels, deeply understanding customer needs. Your business acumen and strategic mindset will navigate complex organizations, driving growth and satisfaction.

TINT is looking for a Customer Success Manager (CSM) to ensure that our customer base receives a first-class experience. The CSM serves as the main point of contact for the customer once the sales team closes a new account. Every new customer starts their TINT journey with the CSM providing a thorough onboarding experience. Throughout the entire lifecycle of a customer, the CSM will be dedicated to ensuring our customers are wowed by our product, services, and our team as well as delivering strategic support to help them achieve their business goals.

An ideal candidate for this position is an excellent communicator, a constant learner, an out-of-the-box thinker, empathetic, technically minded, and unflappable. To succeed in this role, you must be able to thrive in a highly interactive and innovative start-up environment. Success in this role is measured by customer and employee sentiment, retention of business, and growth of customers through their business objectives. This position reports to the Director of Customer Success.

Requirements

• Build and maintain strong, meaningful relationships with daily users and executive sponsors
• Showcase your deep understanding of B2C marketing while consulting with marketing and operational leaders to help them optimize for business results
• Manage customer health by demonstrating continuous value to increase retention rates, and upsell/expansion through relationship management
• Serve as a trusted advisor to customers to consult on their business challenges and objectives 
• Understand customer pain points and position thoughtful and tailored solutions to identify and develop upsell opportunities to hand off to sales
• Master the TINT platform, services, and product knowledge as well as understand your customer's technical infrastructure and business objectives
• Conduct regular business reviews to deliver value, focusing on objectives to maximize the full potential of our platform
• Advocate for customers' needs to the rest of the company using quantitative and qualitative data
• Collaborate closely with internal teams Sales, Marketing, and Product
• Personally handle challenging customer situations and high-touch escalations
• Write clear, effective communication (email) to existing customer base
• Onboard and train customers on use of products
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to the team

Your Impact

• You will develop strong client business relationships with some of the biggest brands on the planet, helping them drive success in their marketing strategies
• Develop and execute a comprehensive customer success strategy aligned with each customer’s objectives, ensuring their continued satisfaction and success with our products and services
• You will play a vital role in the success of the company
• Leverage your industry knowledge to provide consultative guidance to customers, applying solutions to address complex business challenges and achieve their business objectives

Desired Skills & Experience

• 2-3 years of Customer Success experience
• Account management for retention and revenue growth
• Strong relationship-building skills
• Ability to manage multiple customers and priorities concurrently
• Ability to compel customers to act and hold accountable to their commitments
• Strong written and verbal communication skills
• Self-driven and capable of working independently as needed
• College degree preferred
• Proficiency with Salesforce preferred
• Proficiency with G Suite tools
• Experience working with marketing teams and executing marketing strategies
• Experience working with Enterprise-level customers

Benefits

• The unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world
• Health, dental, and vision insurance plans
• Medical and dependent care flexible spending accounts
• Open PTO - we like to keep this simple...making time for life is important!
• 9 paid standard holidays each year in addition to open PTO
• 401(k) savings plan with Employer Matching
• Company-paid Life, AD&D, and Disability coverage
• A collaborative, entrepreneurial learning environment with a proven playbook
• The opportunity to work with innovative and progressive technology
• Fun work atmosphere

This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

We are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives, and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.

*No visa sponsorship is available for this position*