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Customer Success Manager, International + Work from home

Our mission at Tailwind is to make world-class marketing easy for everyone. Your mission is to find a company culture where the success of the customer comes first, so you can help customers do amazing things. You get excited talking to customers, learning about their needs and how they make decisions, and ultimately helping them reach their goals. You treat your customers like family, and love welcoming new family members into the fold.

We are seeking a Customer Success Manager to join our rapidly expanding team.

At Tailwind, the Customer Success team plays a critical role, advocating for our members with our Product, Engineering, Marketing and Sales teams. Every encounter with a member is a chance for us to learn more about how we can serve them better. Customer Success leads that charge, helping us learn faster as a team.

In particular, Customer Success serves five key functions at Tailwind:

  1. Empathetically delighting members by helping them get the most out of Tailwind, to help them reach their goals for their business.
  2. Gathering, synthesizing and communicating valuable feedback from members to inform our Product roadmap.
  3. Diagnosing technical web and mobile based issues members face and helping them to get those issues resolved.
  4. Identifying when members could get value from expanded feature access and introducing them to those additional capabilities.
  5. Flagging key user education gaps we need to address through marketing and education.

This position will be our first Customer Success team member based outside of the U.S., helping to forge a plan as to how we can better support international members.

This will require working during hours where the U.S. team will be offline, so this individual must be exceptionally self-directed and motivated. Other key responsibilities to success in this role will include:

  • Strong patience, emotional intelligence and drive to help others achieve their objectives through superior Customer Service.
  • Excellent written and verbal communication skills and problem solving acumen, that enables development of relationships with members while solving problems quickly and correctly.
  • Deep understanding and knowledge of visual social media marketing, with an emphasis on Pinterest and Instagram.
  • Comfort working across multiple online tools, apps, and evolving processes.
  • Handling fast-paced environments with ease; this role can involve touching dozens of members each day, so being able to juggle multiple balls at once is a must.
  • Ability to communicate well internally and stay “in the loop,” despite not being co-located with other team members.

A working proficiency with the following topics will help you standout:

  • Startup/SaaS/MarTech Industry
  • Customer Success in a SaaS environment
  • Database (PHP), HTML, JSON or Javascript
  • Familiarity with the business model(s) of large segments of our member base

Please note: Due to the remote / international nature of this role, we will be hiring for this position on a contract basis.

Join the Tailwind Team
We serve over 150,000 businesses, large and small in helping them grow through visual social networks, such as Instagram and Pinterest. We are only getting started, though. Our mission is big and we intend to achieve it.

We are a very close-knit, fast-moving and diverse team that helps each other, learns from one another, and challenges each other to accomplish extraordinary things. With all of the challenges we face day-to-day, there is absolutely no room for egos or any sense of entitlement. We value transparency within the team whether that's sharing new ideas, giving feedback or creating an inclusive environment where anyone can join in on any conversation to everyone's benefit.

Tailwind is proud to be an equal opportunity employer and will consider all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.





 

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