As a Senior Customer Success Manager, you’ll be the strategic partner for our customers, driving product adoption, measurable ROI, and expansion opportunities across their portfolios. You’ll manage high-value relationships, ensuring each property experiences the full impact of
Tailos’ robotics solutions while identifying opportunities to grow our footprint.This role requires a proactive, data-driven, and customer-obsessed leader who thrives at solving complex problems, aligning stakeholders, and driving outcomes. You’ll lead customers through the entire lifecycle - from onboarding and launch to optimization and growth - leveraging insights, training, and enablement strategies to deliver exceptional results.We’re looking for someone who is:
- Personable - Builds relationships easily and thrives connecting with people internally and externally.
- Analytical - Uses data and KPIs to tell a clear ROI story and communicate progress.
- Persuasive - Influences stakeholders and drives expansion conversations with confidence.
- Collaborative - Partners cross-functionally with Product, Engineering, and Sales to elevate the customer experience.
- Resilient - Navigates challenges creatively and keeps customers engaged, even in complex situations.
If you excel at turning customer satisfaction into revenue growth and are passionate about scaling innovative technology, this role offers the opportunity to make a measurable impact on both our customers and Tailos’ growth.RESPONSIBILITIES
- Customer Engagement: Serve as the primary point of contact for your book of business, conducting customer-facing activities, including on-site visits to customer properties when necessary, to drive product adoption and upsell within each property level account.
- Onboarding & Launch Success: Lead the onboarding process for new customers, leveraging standardized systems, tools, and methods to deliver a measurable, consistent, and scalable customer experience that sets the stage for future upsell opportunities.
- Strategic Account Management: Manage a portfolio of Strategic Accounts and their respective properties, ensuring that each property receives personalized attention and support to maximize the value derived from our technology.
- Upselling Inventory: Utilize your strong relationships and deep understanding of customer needs to identify and capitalize on opportunities to expand robot inventory within your book of business, proving the value of additional units and driving sales growth.
- Expanding Customer Portfolios: Actively identify expansion opportunities across customer portfolios, partnering with Sales to drive additional Rosie deployments and maximize customer ROI. Leverage Tailos’ usage data and customer outcomes to build persuasive business cases that lead to measurable revenue growth.
- Performance Reporting: Prepare and deliver detailed performance reports to key stakeholders regularly, highlighting relevant KPIs and showcasing how our solutions drive success at each property.
- Data-Driven Storytelling: Regularly deliver engaging slideshow presentations that tell the story of each customer’s success through data, seeking feedback, discussing performance, and introducing new feature improvements and other pertinent topics.
- Proactive Problem Solving: Proactively identify and address potential customer dissatisfaction before it escalates, implementing strategies to enhance the customer experience and reduce churn risk.
- Internal Collaboration: Work closely with internal teams at Tailos to ensure seamless product launches and post-launch activities, aligning on goals to drive unprecedented success in every customer interaction. Represent the “voice of the customer” for product, engineering, and the rest of the company.
- KPI Management: Regularly collect and analyze key performance indicators (KPIs) from customer properties, using internal Customer Success tools to generate reports and actionable insights that inform internal and external discussions.
- Customer Training & Support: Conduct remote video kick-off and training sessions as needed. Be ready to engage in emergency calls with property stakeholders to address and mitigate poor usage scenarios.
- Mentorship & Leadership: Mentor new Customer Success team members, setting the highest standards of excellence in all aspects of the role, and serve as a role model for the broader team.
QUALIFICATIONS
- Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales services.
- Proven track record managing $1M+ ARR portfolios and driving measurable expansion revenue.
- Experience managing multi-property / multi-stakeholder relationships in hospitality, CRE, or facilities management a strong plus.
- Excellent written and verbal communication skills, with the ability to craft exceptional presentations.
- Prior experience in automation, smart home, robotics, or other high-technology industries.
- Proficiency in Vitally, HubSpot CRM, Grafana, and other Customer Success tools used to measure and communicate property-level performance.
- Ability to overcome common customer challenges, resulting in higher levels of customer satisfaction.
- Familiarity with CRM systems and experience in conducting data analysis.
- Ability to work independently and manage multiple projects simultaneously.
- Willingness to travel to customer properties.
WHAT SETS YOU APART
- Experience in the hospitality or commercial cleaning space, with an insider understanding of the vernacular, organizational structure, and operational processes of hotels, resorts, or similar customer types.
- Results-oriented mindset with a passion for the convergence of service and technology.
- Technically savvy and a desire to leverage the latest tools to scale processes.
- Vigilant about details and committed to meeting deadlines.
- Responsive and responsible with a preference for over-communication.
- Deep interest and passion for robotics and excitement about advancing the industry.
- Unwavering resiliency to handle high-stake pressure and customer demands.
