Customer Success Manager

Location: New York City

Tabs | "Competitive" comp not given

Steph's Notes:

Innovate In-Person
Collaboration requires an open and safe forum for the best ideas to emerge

This is a weird and confusing value - what does being in person have to do with collaboration? I'm not saying there's no possible connection, just that if your value calls out working in-person specifically, you should explain why.

Build the best vision
Ideate and debate where the world can go, then urgently execute to realize that future

Y'all. What.

Growth from Discomfort
Progress comes when we step out of our comfort zone

I dunno, this being a value in context with these others feels like a red flag.

Complimentary meals Free lunch and dinner in the office

DINNER in the office? No thank you please.

Regular team events
We work hard and play hard

NOT A BENEFIT and also I HAVE CONCERNS

If you're interested in the intersection of industry-leading AI with B2B finance and automation technology, let's talk.

Oh yeah, okay. That checks out.

Deploy customer success strategies to ensure an outstanding customer experience with Tabs, driving customer satisfaction and retention.

I'll take "Which job description was written by AI?" for $1000, Alex.

Actively engage with clients to anticipate their needs and provide solutions that enhance their experience, while also being responsive to support tickets and inquiries via Slack to address immediate issues.

I think the AI is confused about what Customer Success does.

Set the strategy and monitor success: Help define clear objectives and key results for the customer success function, adjusting strategies in response to evolving business needs and customer feedback.

This is not an IC duty, and they are not at all clear if this is a regular CSM role (with that standard title) or if it's an honest-to-god manager role. I think the AI IS just real confused.

A proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up.

So many flags, so little time.

Eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere.

"Hey ChatGPT, give me alternatives to saying 'dynamic environment.'"

"Competitive compensation and equity" with no salary based in Manhattan. LOL K.

Original Job Description: Customer Success Manager

About the Company 

Tabs is an AI-powered accounts receivable platform for B2B businesses. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power an automated AR process from contract-to-cash. Growing B2B businesses use Tabs to improve cash flows, streamline operations, and increase business model flexibility. Tabs is based in New York and is funded by top-tier VCs Lightspeed, Primary Ventures and General Catalyst.

About the Role

We are looking to bring on an experienced Customer Success Manager to help lead our customer success initiatives. You will be directly involved in the build out of the function.

What you’ll do:

• Deploy customer success strategies to ensure an outstanding customer experience with Tabs, driving customer satisfaction and retention.
• Actively engage with clients to anticipate their needs and provide solutions that enhance their experience, while also being responsive to support tickets and inquiries via Slack to address immediate issues.
• Implement and refine customer success processes and frameworks to scale our services effectively.
• Monitor customer health metrics and conduct regular check-ins to ensure clients are achieving their desired outcomes.
• Collaborate with the product team to relay customer feedback and help drive product improvements and innovations based on recurring themes and customer insights.
• Create educational content and resources to aid customers in better understanding and utilizing Tabs’ offerings.
• Manage a portfolio of key accounts, ensuring that they receive the highest level of service and satisfaction.

Set the strategy and monitor success:

• Help define clear objectives and key results for the customer success function, adjusting strategies in response to evolving business needs and customer feedback.
• Develop and maintain a deep understanding of Tabs’ products and services, becoming a trusted advisor to our customers.
• Track and analyze customer engagement and success metrics, using data to drive better support and service strategies.
• Work cross-functionally with Sales, Product, Marketing, and Support teams to ensure alignment across all customer interactions and initiatives.
• Identify opportunities for customer success to influence product development, marketing strategies, and sales approaches.

Who you are:

• 5+ years of experience in Customer Success, ideally at a growing SaaS/Fintech business and/or with a finance/accounting background
• A proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up.
• An excellent communicator with the ability to effectively manage customer expectations and build strong relationships both internally and externally.
• A critical thinker with an ability to identify trends in customer interactions and operationalize insights to improve the customer journey.
• Results-oriented, with a track record of using analytical approaches to impact customer satisfaction positively.
• Eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere.

Perks and Benefits

• Competitive compensation and equity 
• 100% coverage for healthcare (Medical, Dental and Vision)
• 401(k) plan
• Daily meal and coffee stipend for in-office days
• Tax free contribution to commuter benefits

Even if you don’t meet 100% of the qualifications, we recommend applying to the role!  

We are an NYC-based team working out of our office in Manhattan 4-5 days a week