Serve as the primary point of contact for your book of business, conducting customer-facing activities, including on-site visits to customer properties when necessary.
Lead the onboarding process for new customers, leveraging standardized systems, tools, and methods.
Manage a portfolio of Strategic Accounts and their respective properties, ensuring personalized attention.
Utilize your strong relationships and deep understanding of customer needs to identify and capitalize on opportunities.
Actively identify expansion opportunities across customer portfolios, partnering with Sales to maximize customer ROI.
Prepare and deliver detailed performance reports to key stakeholders regularly, highlighting relevant KPIs.
Regularly deliver engaging slideshow presentations that tell the story of each customer’s success through data.
Proactively identify and address potential customer dissatisfaction before it escalates.
Work closely with internal teams at Tailos to ensure seamless product launches and post-launch activities.
Mentor new Customer Success team members, setting the highest standards of excellence.

Requirements

Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales services.
Proven track record managing $1M+ ARR portfolios and driving measurable expansion revenue.
Experience managing multi-property / multi-stakeholder relationships in hospitality, CRE, or facilities management a strong plus.
Excellent written and verbal communication skills, with the ability to craft exceptional presentations.
Prior experience in automation, smart home, robotics, or other high-technology industries.
Proficiency in Vitally, HubSpot CRM, Grafana, and other Customer Success tools used to measure and communicate property-level performance.
Ability to overcome common customer challenges, resulting in higher levels of customer satisfaction.
Familiarity with CRM systems and experience in conducting data analysis.
Ability to work independently and manage multiple projects simultaneously.
Willingness to travel to customer properties.

Benefits

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer advocacypost-sales servicesdata analysispresentation skillsportfolio managementexpansion revenuecustomer satisfactionrelationship managementautomationsmart home technology

Soft Skills

communicationmentoringproblem-solvingindependenceorganizational skillsattention to detailcustomer engagementleadershipinterpersonal skillsadaptability