Customer Success Manager

What are we looking for?

Tars is seeking a highly motivated Customer Success Manager to join our CS Team and leverage your SaaS sales experience to drive growth through new client relationships. This role will focus on clients in North America, and you’ll work closely with CSAs, AEs and Solution Engineers through the entire customer cycle.

What will you be doing?

1. Onboarding and implementation: As part of a customer success team you will be responsible for helping customers implement the solution with the help of our solutions team.
2. Liaise with external and internal stakeholders: Act as a bridge between customer SPOCs and internal product/tech teams to help with integrations and deployments. 3.Proactive Engagement: In addition to assuming responsibility for addressing escalations and meeting administrative ticket service level agreements (SLAs) with our support team's assistance, your role includes proactively reaching out to customers, providing them with meaningful insights, and delivering added value on a consistent basis.
3. Stakeholder alignment and showcasing value realization: Drive this through quarterly and executive business reviews which becomes a leading indicator to deliver a lagging indicator of contract renewal.
4. Come across as a conversational AI expert: Proactively assist customers by analyzing their data and proposing solutions for their problem statements and suggest next steps to increase value.

Who is a good fit ?

Experience: Preferably 2+ years of work experience in a North American customer facing role. The Customer Success Manager should have spent time doing technical/product support and preferably have project management experience.
Critical Skills: Excellent communication, presentation, problem solving, business understanding and analytical skills.
Hands-on experience with Google sheets, Microsoft Excel, CRM (preferably Hubspot) and any project management tool (preferably Rocketlane)
A basic understanding of LLMs and generative AI
If you have exposure working with APIs, that will be a bonus

Interview Rounds

Round 1: Profile Evaluation
Round 2: Interview with the CS Team
Round 3: Assignment
Round 4: Interview with the CS Lead
Round 5: Interview with the Founders

What to Expect:

Best-in-class medical Insurance coverage
Constant ongoing training and investment in your professional development
Close-knit team with strong collaboration
Scope to represent Tars at global events
Travel to meet our global customers & prospects in person.

Team Dynamics and Culture:

You will work with a small team of people across sales, customer success, and marketing functions.
Opportunities for promotion based on performance - we don't believe in arbitrarily keeping you in the same position for a fixed amount of time. If you perform, we promote and give you more responsibility.
Our culture is founded on respect, transparency, accountability, collaboration, and feedback with radical candour.
We're obsessed with communicating well with our users as well as within the team.
We love lean, iterative improvements, and success is measured by the value we create for our customers and the company.
We are a team of curious people who strive to keep up with the latest technology and industry trends. Tars is the place to be if you are a curious person as there is a culture of never ending knowledge sharing and in the team.

Shift Timings:

Rest of the World: 12 PM to 9 PM
North America: 5 PM to 2 AM
Work mode: Work from the office all 5 days | We love InPerson collaborations