Customer Success Manager

ABOUT TALON.ONE:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.

Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT US:
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.
Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE ROLE:

As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.
This is a remote role; however, you must be located within commuting distance of one of our hubs: New York, Denver, or Boston.

ABOUT THE TEAM:
You'll be joining our 7-person Customer Success team in North America, which is an integral part of our 20-person international Customer Success team. We foster a collaborative environment and alignment with various internal stakeholders in Technical Account Management, Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.

ONCE YOU ARE HERE YOU WILL:

• Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams


• Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps


• Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues


• Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures


• Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets


• Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business.


• Prepare and deliver strategic and business value to customers daily

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Passion for tech and experience with SaaS products and APIs


• Founded experience working in Customer Success, Account Management, or another client-facing role


• Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives


• Exceptional communication skills in spoken and written English


• Empathetic, positive attitude with a desire to help our customers reach their goals


• Flexible approach and an ability to operate effectively with uncertainty and change.


• Ability to manage a book of 15-20 accounts


• Experience working in the loyalty and promotion industry or relevant marketing-related experience

WHAT'S IN IT FOR YOU:

• $1,200 annual learning budget and full LinkedIn Learning access


• Manage your own time off with our flexible PTO policy


• $350 home office setup budget, a $50 monthly home office allowance


• Freedom to work from abroad for up to 90 days worldwide!


• WeWork On-Demand access for flexible workspace solutions


• Mental health support with nilo.health


• Choose from top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)


• Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4%


• We provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage

The estimated total compensation (OTE) for this role is $100,000 - $120,000, though actual compensation may vary depending on factors such as relevant experience, skills, qualifications, certifications, and location. The salary range is subject to change and may be adjusted at any time.