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Customer Success Associate, Scaled

We're looking for a Customer Success Associate, Scaled to join our growing Customer Experience team. You'll own the customer journey for hundreds of customers through a combination of human engagement, AI & scalable programs. You'll be responsible for activation, engagement & retention.

Reporting to the Senior Manager, CX & Success Bailey Thelen, you'll work closely with our Head of Finance & Operations, Marketing, and Commercial teams.

This is a remote position based in the US.

What You'll Do

Customer Experience: Build, iterate and own a systematic approach to deliver a high-quality customer experience for Tango's scaled customers. This includes:

• Creating systems that leverage AI, automation & workflow tools to scale customer engagement and deliver personalized experiences across hundreds of accounts; identify opportunities to replace manual processes with scalable systems
• 1:Many programs to optimize engagement programs that meet the customer at the right moments – measuring the effectiveness & iterating to continuously improve customer outcomes; this includes timebound outreach, webinars, feature release communications, etc.

Customer Retention: Identify both opportunities & risks within the scaled segment by monitoring data and trends to drive GRR/NRR

Collaboration: Collaborate cross-functionally with Product, Marketing, and Operations by identifying trends, patterns & friction points that impact activation, adoption & retention

What You'll Bring

• 2-4 years of SaaS experience in scaled or digital customer success, customer engagement or consulting roles; experience building playbooks, templates and frameworks that support a diverse scope of customers
• Highly organized with an eye for prioritization; comfortable supporting a high volume of accounts with a clear perspective on when systematic approaches vs. human-driven work can best move the needle for customers
• Eagerness to hop on a call to triage an issue, provide perspective & curiosity to better understand those you support
• Technical aptitude; strong systems thinking around AI, automation and scalable customer engagement with excitement around turning repetitive work into repeatable processes
• Comfortable in a fast-paced, startup environment with high ambiguity; willing to create structure where processes do not yet exist
• Bonus points if you have worked at Series A/B company

About You

• You're adaptable; we're a startup after all!
• You're eager; we'll make sure you have opportunities to grow
• You're fun! We're serious about not taking ourselves too seriously

Compensation

Our base salary compensation is $85,000-$105,000 for this role, and the total compensation package will also include equity and benefits. We value each employee based on their impact within the company, regardless of their location. Due to this, we set salary ranges for all roles based on function, level, and benchmark against similar-stage growth companies. We share salary ranges on all job postings to comply with local legislation and provide greater transparency to candidates. Final offer amounts are determined by multiple factors, including past candidate experience and expertise, and may vary from the amounts listed above. Additionally, we offer annual compensation reviews and have an annual equity refresh program

AI Mindset

At Tango, we operate with an AI-first mindset. We expect all team members across every function to actively engage with AI and incorporate it into their work. This includes using AI tools to improve productivity, streamline collaboration, and deliver stronger outcomes for our customers. We're looking for people who are already building, learning, and finding ways AI can enhance their impact. You don't need to have all the answers, but you should be in the habit of trying.

Why Join Tango?

We believe teams that support and challenge each other are destined to win. That's why we provide a competitive suite of benefits to support your personal and professional growth journey—and have some fun along the way.

Tango Benefits

• Full Medical/Dental/Vision coverage with 100% employer contribution, FSA, and an HSA for qualified plans
• Competitive compensation + meaningful equity
• 401(k) plan
• Work from anywhere in the US, with UberEats and Deskpass stipends—on us!
• Generous annual stipend for Learning & Development & Productivity
• Health and Wellness stipend
• Unlimited PTO, 10 holidays, 4 personal volunteer days, 4 mental health days, and birthdays off
• Paid parental leave
• Subsidized National Parks Annual Pass
• Subsidized Roller Skates (yes, seriously)

Our Core Values

Take Action – Avoid indecision and move past points of uncertainty. Value speed and fail forward.

Aim High – Set uncomfortably ambitious goals. Reject mediocrity and take calculated risks.

Seek Diversity – Invite unique perspectives. Create a safe space to challenge the status quo.

Leave It Better – Be an owner, not a renter. Cultivate a growth mindset.

Customer Love – Champion the needs of the end user. Deliver magical experiences.

Team First – Winning as a team beats winning alone. Lift up others.

Learn more about how we evaluate these values in our interview process.