Tailos

Customer Success Manager

• Customer Engagement: 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, to drive product adoption and upsell within each property level account.
• Onboarding & Launch Success: Lead the onboarding process for new customers, leveraging standardized systems, tools, and methods to deliver a measurable, consistent, and scalable customer experience that sets the stage for future upsell opportunities.
• Strategic Account Management: Manage a portfolio of Strategic Accounts and their respective properties, ensuring that each property receives personalized attention and support to maximize the value derived from our technology.
• Upselling Inventory: Utilize your strong relationships and deep understanding of customer needs to identify and capitalize on opportunities to expand robot inventory within your book of business, proving the value of additional units and driving sales growth.
• Expanding Customer Portfolios: Actively identify expansion opportunities across customer portfolios, partnering with Sales to drive additional Rosie deployments and maximize customer ROI. Leverage Tailos ’ usage data and customer outcomes to build persuasive business cases that lead to measurable revenue growth.
• Performance Reporting: Prepare and deliver detailed performance reports to key stakeholders regularly, highlighting relevant KPIs and showcasing how our solutions drive success at each property.
• Data-Driven Storytelling: Regularly deliver engaging slideshow presentations that tell the story of each customer’s success through data, seeking feedback, discussing performance, and introducing new feature improvements and other pertinent topics.
• Proactive Problem Solving: Proactively identify and address potential customer dissatisfaction before it escalates, implementing strategies to enhance the customer experience and reduce churn risk.
• Internal Collaboration: Work closely with internal teams at Tailos to ensure seamless product launches and post-launch activities, aligning on goals to drive unprecedented success in every customer interaction.
• Represent the “voice of the customer” for product, engineering, and the rest of the company.
• KPI Management: Regularly collect and analyze key performance indicators (KPIs) from customer properties, using internal Customer Success tools to generate reports and actionable insights that inform internal and external discussions.
• Customer Training & Support: Conduct remote video kick-off and training sessions as needed. Be ready to engage in emergency calls with property stakeholders to address and mitigate poor usage scenarios.
• Mentorship & Leadership: Mentor new Customer Success team members, setting the highest standards of excellence in all aspects of the role, and serve as a role model for the broader team.

Senior Customer Success Manager