ABOUT TAILOS
Tailos is leading the way as a pioneer in revolutionizing commercial cleaning by leveraging the power of robotics and innovative automated solutions. This all starts with Rosie: an industrial housekeeping robot for commercial cleaning, which handles dull, dirty, and dangerous tasks. With rising market demand and Tailos's first-mover status, we have partnered with several of the largest hospitality & commercial cleaning companies. Beginning in Austin, we’ve expanded into markets across the US and Internationally.
After launching successful deployments with multiple hospitality companies where dozens of our robots work alongside hotel staff, we are developing new features and enhancing our current software, which ranges from a customer-facing web application to state-of-the-art electronics. At Tailos, we understand the importance of work-life balance and offer a generous flexible paid time off (PTO) policy, empowering our employees to prioritize their well-being and personal commitments. Additionally, we observe 12 paid holidays each year, ensuring ample opportunities for rest and rejuvenation.
We care about the well-being of our team members and offer comprehensive health, dental, vision, and life insurance benefits. We go the extra mile with generous employer-paid contributions, ensuring that our employees can access quality healthcare and secure their future.ABOUT YOUAs the Enterprise Customer Success Manager, you are the driving force behind the success and expansion of Tailos’ Tier 1 accounts. Your role is critical in ensuring that our most strategic customers achieve maximum value from our automation technology, resulting in successful product adoption, increased customer satisfaction, additional sales opportunities, rapid expansion within key accounts, and significant upselling across their entire portfolio.Your track record of delivering excellence fuels your constant mindset of growth. This role is not just a job—it’s the foundation for your trajectory into leadership roles as you strive to evolve into a Manager or Director level leader. Your relentless pursuit of system optimization and scalability through individual contributions lays the groundwork for the future success of the Customer Success team and beyond.You engage with a management mindset, recognizing that every interaction and decision you make has a lasting impact.
You view your colleagues—whether in engineering, product, leadership, marketing, or support—not just as team members but as essential assets you strategically partner with to achieve extraordinary success for your portfolio. Your ability to align these resources and drive them toward a common goal is a testament to your leadership potential and commitment to delivering unparalleled results.You possess exceptional presentation skills and have a natural aptitude for leveraging tools and software to automate processes and manage an extensive portfolio of child accounts under parent accounts. Your intrinsic motivation drives you to continuously improve systems, automate tasks, and excel in every customer interaction, regardless of the complexity of the challenge.Challenges are not just hurdles for you—they are the fuel that propels your growth. You demonstrate resilience, strategic thinking, and a passion for customer success and technology, ensuring you never miss a beat, even in a lean team environment. Your ambition to scale success across the organization is matched only by your drive to grow into a leadership role, shaping the future of Tailos through your excellence and the collaborative force you create with your team.ABOUT THE ROLE:Job Type: Full-TimeLocation: In-person, Austin, TX Pay: $90,000 - $100,000 annuallyBenefits:
- Medical, Dental, and Vision insurance with generous employer contribution.
- Flexible schedule
- Unlimited Time Off and 12 paid holidays annually
- Education reimbursement program
- 401k
- Dog-friendly office
Join us at TAILOS, where we're not just delivering robots; we're scripting the future of commercial cleaning.RESPONSIBILITIES:
- Customer Engagement & Expansion: Manage and engage Tier 1 accounts and their properties as necessary to conduct high-impact, customer-facing activities that drive product adoption and expansion. Build and maintain strong relationships with key stakeholders across your book of business.
- Onboarding & Post-Launch Success: Lead the onboarding of new customers using standardized systems, tools, and processes, ensuring a measurable, consistent, and scalable experience. Oversee the post-launch expertise to drive customer satisfaction and product utilization, leading to reliance on Tailos technology, which is necessary to fuel upsell and expansion within your accounts.
- Account Management: Manage a complex portfolio of parent and child accounts, ensuring that each account receives the attention and support needed to maximize success—Automate workload management using Customer Success software and systems to handle hundreds of children accounts effectively without sacrificing quality in any situation.
- Referral Business Development: Harness your existing book of business to drive tremendous referral business. Leverage your happiest customers to onboard their closest colleagues and peers, creating a viral and infectious network of Tailos advocates. Reward yourself and your customers with strategic incentives that fuel continued expansion and engagement across their global networks.
- Data-Driven Insights: Regularly collect, analyze, and report on key performance indicators (KPIs) at customer properties. Develop actionable insights from data to inform strategy and improve customer outcomes.
- Presentation & Reporting: Prepare and deliver exceptional, engaging, and actionable presentations and performance reports to key stakeholders, using data to tell a compelling story, gather feedback, and discuss future opportunities.
- Proactive Problem Solving: Identify and address potential challenges before they escalate. Implement strategies to reduce churn risk and enhance customer satisfaction. Use automation tools to fuel robust and reliable outreach programs, ensuring action items are completed early, proactively, and entirely without error.
- Collaboration & Internal Alignment: Work closely with internal teams to ensure seamless product launches, post-launch support, and continuous improvement of the customer success process. This includes managing direct requirements as a project-based leader to align logistics, onboarding, and post-launch customer success team members to achieve unprecedented excellence with every customer interaction.
- Customer Success Tools: Leverage Vitally and other tools to monitor customer health, automate routine tasks, and ensure that all customer interactions are optimized for efficiency and impact. Transcribe strategic vision into Journeys, Plays, and general automation to multiply your efficiency and capacity.
- Mentorship & Leadership: Serve as a mentor to new Customer Success team members, setting the highest standards of excellence in every customer interaction.
QUALIFICATIONS:
- Player-Coach Mindset: Demonstrated ability to excel as a player and a coach, with a proven track record of independently completing critical tasks while simultaneously creating systems that empower your supporting team to succeed. You are not just a participant but a leader who drives initiatives forward and sets the standard for excellence.
- Track Record of Innovation: A history of trailblazing new ideas and initiatives that radically transform existing systems. You are an ingenious inventor, constantly seeking opportunities to revolutionize processes and create incredible, scalable systems that deliver constant, reliable, predictable success, retaining and generating revenue.
- Experience & Background: Minimum of 6 years in a customer success or related role with a strong track record of managing Tier 1 accounts and delivering post-sales success in a technology-driven industry. Experience in automation, smart home, robotics, or similar sectors is highly desirable.
- Presentation Skills: Exceptional verbal and written communication skills, with the ability to create and deliver presentations that influence and engage executive-level stakeholders.
- Technical Proficiency: Proficiency in using customer success platforms (Vitally) and CRM systems. Demonstrated ability to leverage software and automation tools to manage and optimize large-scale customer portfolios.
- Problem-Solving & Resilience: Strong problem-solving skills with a proven ability to overcome challenges and deliver successful outcomes. Ability to thrive in a lean team environment.
- Strategic Thinking: Ability to think strategically, with a focus on long-term customer success and account expansion. Experience in data analysis and using insights to drive decision-making.
- Travel: Willingness to travel to customer properties as needed to maintain and grow relationships and support key account success.
TAILOS is an Equal Employment Opportunity Employer. TAILOS will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.TAILOS participates in the E-Verify program to confirm the identity and employment eligibility of all new hires.
