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Empowering the new generation of online communities

Customer Success Manager

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We're Tribe, a fast-growing B2B SaaS startup, empowering the new generation of online communities. We help companies drive growth and engagement by enabling their users to discuss and connect in their branded community.


Roles and Responsibilities:

- Maintain a deep understanding of our software product at all times
- Onboard new customers to Tribe
- Build trusting and lasting relationships with customer stakeholders
- Serve as the single point of contact for our customers post-implementation including expansion and issue escalation
- Help develop an implementation plan and deployment timeline for new customers
- Convert customers’ workflow and data into our software platform
- Configure our software to ensure it meets the customer’s workflow needs
- Effectively train and onboard new customer team members onto our software
- Ensure application usage in the early stages -- building high customer satisfaction
- Track accounts post-sale to identify churn risk and take proactive steps to improve
- Work closely with Engineering on identifying bugs and tracking enhancement requests
- Serve as the voice of the customer and provide internal feedback on how Tribe can better serve our customer base
- Own upsell and renewal strategies for existing customers
- Host webinars, training, and ongoing support tutorials
- Serve as a product expert and keep our customers informed of feature changes & updates, as well as potential errors or outages
- Participate in and offer support to Product and QA Teams
- Run prospect pilots with support from Sales
- Perform Customer Support duties as needed (occasional rotational weekend coverage)

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