Customer Success Manager, Scaled

Job Description

We are seeking a proactive, customer-centric Customer Success Manager, Scaled to join our growing team. This is a unique opportunity to help scale our customer success operations and build impactful programs to ensure customers quickly realize the value of Tailscale’s solutions. You will primarily engage with customers programmatically, leveraging automated tools and processes to support onboarding, education, and proactive outreach. Reporting directly to the VP of Customer Experience, you will be a founding member of the CS org, and help shape and execute our customer success strategy for a large number of accounts (1:1000). 

Key Responsibilities

• Develop and implement programmatic onboarding experiences that help customers quickly connect with Tailscale’s product and see value.
• Conduct one-to-many customer outreach through email, in-app messaging, webinars, and other channels to ensure customers are progressing towards key milestones.
• Identify gaps in self-help resources and create new materials (help docs, videos, tutorials) to empower customers to troubleshoot and self-serve.
• Use data and tools to track customer engagement and health scores, identify potential issues, and proactively reach out to at-risk customers.
• Work closely with other teams (Product, Engineering, Sales, Support) to share customer feedback and drive product improvements based on customer needs.
• Leverage automation and scale tools to ensure customers receive timely updates, relevant product information, and opportunities for success within the Tailscale ecosystem.
• Track and report on customer success metrics, such as onboarding completion, engagement, and customer satisfaction, and contribute to continuous improvement.
• Serve as the voice of the customer and advocate for customer needs within the organization.

What We Are Looking For

• 3-4+ years in a customer success, customer service, or account management role, ideally within a SaaS company or similar tech-focused environment.
• Comfort with handling a high volume of customers via automated and one-to-many engagement strategies (e.g., email campaigns, in-app messaging, webinars).
• Strong written and verbal communication skills, with the ability to communicate effectively across a variety of channels.
• A passion for helping customers succeed and an understanding of how to drive value from the customer journey.
• Familiarity with CS, support, and reporting tools (Jira, Salesforce Grafana, Looker)
• Experience working in a remote-first environment and comfort with asynchronous communication.
• Ability to take initiative and work independently while managing a large volume of accounts and tasks.

As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. Tailscale's compensation package includes base salary, equity, and comprehensive benefits. The salary range displayed on each job posting represents the target range for a new hire's base salary. Individual offers may vary based on experience and skill set.