Apply on Employer Site

Tailos · 15 hours ago

Senior Customer Success Manager

Austin, TX

Full-time

Hybrid

Senior Level

$72K/yr - $85K/yr

5+ years exp

Tailos is a company focused on robotics solutions, and they are seeking a Senior Customer Success Manager to drive product adoption and expansion opportunities for their customers. This role involves managing high-value relationships, ensuring customer satisfaction, and leveraging data to enhance the customer experience and drive revenue growth.

CommercialHospitalityHousekeeping ServiceIndustrial AutomationRobotics

Responsibilities

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

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

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

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

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

Prepare and deliver detailed performance reports to key stakeholders regularly, highlighting relevant KPIs and showcasing how our solutions drive success at each property

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

Proactively identify and address potential customer dissatisfaction before it escalates, implementing strategies to enhance the customer experience and reduce churn risk

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

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

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

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

Qualification

Customer advocacyManaging $1M+ ARR portfoliosData analysisVitally proficiencyHubSpot CRM proficiencyGrafana proficiencyTechnical savvyCommunicationPresentation skillsProblem solvingMentorship

Required

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

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

Preferred

Experience managing multi-property / multi-stakeholder relationships in hospitality, CRE, or facilities management a strong plus

Experience in the hospitality or commercial cleaning space, with an insider understanding of the vernacular, organizational structure, and operational processes of hotels, resorts, or similar customer types

Results-oriented mindset with a passion for the convergence of service and technology

Technically savvy and a desire to leverage the latest tools to scale processes

Vigilant about details and committed to meeting deadlines

Responsive and responsible with a preference for over-communication

Deep interest and passion for robotics and excitement about advancing the industry

Unwavering resiliency to handle high-stake pressure and customer demands