Customer Success Manager

Job description

About the Team: Born at X, Google's Moonshot Factory, Taara is on a mission to connect billions of people lacking abundant and affordable internet today by pioneering the way we use light to deliver faster, cheaper, more reliable connectivity. You can help lead the charge in bringing our groundbreaking wireless optical communication and photonics chip technologies to the world. Join us to light the way for bridging the digital divide and illuminating the future. About the Role: At Taara, we succeed when our customers succeed. We are looking for a proactive, organized, and empathetic Customer Success Manager to serve as a primary relationship manager for our existing customers. This is a role for a self-starter who excels in a dynamic environment, building processes from the ground up to support groundbreaking technology. You will be the bridge between our customers and our product, helping us to better understand our customers and their needs. You’ll be an internal champion for our customers, delivering crisp insights about our strengths, friction points, and opportunities for improvement. How you will make 10x impact: - Relationship Management: Act as the dedicated point of contact for a portfolio of global customers in the internet connectivity and telecom space, fostering deep trust and ensuring high levels of satisfaction. - Strategic Advocacy: Understand customer needs & business goals and provide tailored recommendations to help them maximize the value of our products. - Customer Satisfaction and Retention: Monitor account health, identify potential churn risks, and increase visibility into the customer experience. - Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to relay customer feedback that drive operational improvements & help to shape the product roadmap. - Process Development & Navigating Ambiguity: Build new customer engagement best practices from the ground up and help to develop scalable frameworks that align with our growth. What you should have: - Experience: At least 2 years of experience in Customer Success, Account Management, or a high-touch client-facing role. - Communication Mastery: You communicate clearly and can engage with diverse stakeholders. You can explain complex ideas simply and are just as comfortable giving a presentation as you are making a phone call or writing a concise email. - Organizational Prowess: You can juggle multiple priorities without dropping the ball and are diligent in documenting and tracking your work. - Empathy: You are an excellent listener and genuinely care about helping others, and you can navigate difficult conversations with grace and professionalism. - Ability to work in the Sunnyvale office at least 3 days per week. It would be great if you also had these: - Familiarity with and experience in the telecommunications industry - Experience with CRM tools, such as Salesforce or ServiceNow The US base salary range for this full-time position is $125,000-$140,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your location during the hiring process.