Tagboard
We help our clients deliver unexpected interactive cross-channel experiences that increase revenue.
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Manager of Customer Success at Tagboard (Remote)

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Who we are:

Tagboard is a distributed B2B SaaS start-up, growing fast and serving the exciting verticals of news, sports, and entertainment. Our platform enables media producers all over the world to create live and interactive stories, with real-time social content and graphics, to be used across broadcast television and connected screens across events (virtual and in-person), venues, web, and mobile. You have likely seen Tagboard in action a million times and didn’t know it- from hundreds of local news stations to national programming on FOX Sports, CNN, NFL Network, and more- producers all over the world are creating award-winning programming using Tagboard.

At Tagboard, you’ll work with a strong team of smart, driven, and fun people who come to work every day passionate about changing the way stories are told. We collaborate daily, across industries, with some of the most passionate and creative storytellers in the world.

About the role:

We are seeking a high energy, customer-centric, data-loving Manager of Customer Success to drive growth in an exciting tech startup taking the media, sports, and entertainment industries by storm. In this role you will define, execute, and implement processes to scale Tagboard’s best-in-class services department. You will be responsible for hiring, training, leading, and motivating a team to exceed their goals and keep our customers happy, while having fun doing it.

Your day to day journey at Tagboard will provide adventure, excitement, and some of the below:

  • Hire, train, motivate, and develop a team of Customer Success Managers
  • Accurately forecast churn and proactively work to drive retention & growth by working closely with each CSM to document opportunities and drive deals forward
  • Define, execute, and implement processes to support and improve ongoing client services 
  • Work closely with CSM Pod Leads to execute growth & optimization strategies for customers in our key verticals
  • Ensure all relevant systems are leveraged and maintained, and processes are being followed by all CSMs
  • Host regular 1:1s and perform performance assessments & annual reviews
  • Identify areas of professional development and maintain a curriculum for the team’s continuous advancement
  • Work cross functionally with Sales, Product, Marketing and Finance to ensure processes are maintained and changes are coordinated and well-informed
  • Work with SVP Services to identify strategy and areas to improve efficiency & incremental revenue opportunity 
  • Work alongside SVP Services to build and maintain the department’s budget
  • Oversee escalation of client concerns, as necessary 

To succeed, you will need most of these qualifications:

  • 3-5 years direct management experience
  • At least 2 years experience as a Customer Success Manager within a Saas business
  • A proven track record of attaining or exceeding a renewal quota/account retention goals
  • Tech savvy and experience with tools including Gainsight, Salesforce, Intercom, and Harvest
  • A passion for process and a relentless pursuit of data to drive your decision making
  • High energy and a positive attitude, with the ability to teach, motivate, and mentor while also making hard decisions when the data calls for it
  • Willing to get into the trenches and do the work alongside the team, while also always holding onto the big picture view
  • Passion for sports, media, and entertainment and an understanding that working with some of the coolest properties in these industries may mean working at odd hours (nights, weekends, and holidays). So you’ve got an energetic willingness to roll up your sleeves & do whatever it takes.
  • You thrive in a startup environment, embrace ambiguity, and are self-motivated to create and drive programs with a high level of autonomy
  • Expert communicator who can collaborate effectively in a remote work environment

It would be even greater if you:

  • Have an understanding of the media & sports production landscape, and the technology behind it across all platforms including Linear, Livestream, and OTT
  • Have a bachelor’s degree or equivalent experience
  • Have flexibility to travel 30% but also exceptional at remote presentations 

Travel expectation - Even though we are a remote company we value our time together in person and have the wonderful opportunity to gather twice per year; once with your team and once with the entire company.  The locations always change and they are always phenomenal!  Attending gathering events are a requirement for each team member at Tagboard.

And a few more perks of working at Tagboard:

  • Competitive salaries based on location, experience, and skillset.
  • Work remotely – live and work from wherever you’d like in the US. 
  • Tech Stipend of $100 per month for internet and phone.
  • Summer Half-Day Fridays – From Memorial Day to Labor Day we take a half-day Friday.
  • 100% Paid Health insurance for all employees and their dependents 
  • Home office setup – A laptop, monitor, keyboard, mouse!
  • ️Minimum vacation policy – take at least 2 weeks per year for vacation (we track it to remind you to actually take it off) + encourage mental and physical wellness days. 
  • Parental Leave- Highly encouraged 12-week flexible  and paid leave for all parents; birthing, foster, and adoption. 

Tagboard is proud to be an Equal Employment Opportunity employer. We do not simply accept difference, we celebrate it- we are empowered by it (one of our values is Empowered by Diversity). We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.

If you need assistance or accommodation due to a disability, you may contact us at [email protected] or you may call us at +1-425-522-4484.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • MongoDBDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • HeapAnalytics
    • FullStoryAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • InsightSquaredCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • ZoomInfoLead Gen
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What are Tagboard Perks + Benefits

Culture
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Tagboard is intentional about the diversity of our leadership team as well as the overall team. Our People Ops team is dedicated to the continued growth of our DEIB initiatives.
Unconscious bias training
Our Tagboard teams receive continual training and resources to help us keep unconscious bias at bay. Our goal is is to provide an inclusive and equitable experience for everyone.
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Tagboard's Talent Acquisition team partners with diversity advocates and organizations as well as uses tools like Crescendo to understand the diversity hiring landscape and adopt best practices.
Health Insurance & Wellness Benefits
Disability Insurance
Tagboard provides coverage for both short term and long term disability. Our long term disability insurance benefit is 70% of earnings up to a $6,000 maximum.
Dental Benefits
Tagboard's dental plan covers 100% of the cost of diagnostic and preventative care for employees and their dependents.
Vision Benefits
Tagboard's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay and lenses after a $25 copay. Frames and contact lenses are covered up to $150.
Health Insurance Benefits
Tagboard's health insurance plan with Premera covers 100% of employees, and their dependents, monthly premiums with a deductible of $1,500 for family and out of pocket maximum of $10,500 for family.
Life Insurance
Tagboard offers group term life insurance with a payout of $15,000
Mental Health Benefits
Tagboard is an advocate for our team's mental health. We partner with ComPsych Guidance Resources to support mental health, legal guidance, financial resources, and work life balance support.
Retirement & Stock Options Benefits
401(K)
Tagboard's 401(k) plan offers a broad selection of stocks and bonds to choose from and includes individual support form our 401(k) plan administrator.
401(K) Matching
Tagboard's 401(k) plan matches 100% of an employee's 3% contribution and 50% of each additional 1% contribution up to 4%.
Company Equity
Tagboard offers stock options to every employee during the offer process. We adhere to a four year vesting period with a one year cliff; 25% of the options vest at one year/then equal amounts monthly
Child Care & Parental Leave Benefits
Generous Parental Leave
Tagboard offers 12 weeks paid paternal leave (maternity and paternity) leave for new births, adoptions, new guardianship, and any other situations that require a bonding and adjustment period.
Flexible Work Schedule
Tagboard embraces true flexibility. We are output focused and not clock watchers. True flexibility allows for our team members to find their own meaning of a flexible work schedule.
Remote Work Program
Tagboard is a fully remote organization.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Tagboard fully supports our team to give back to their communities by providing unlimited PTO.
Paid Holidays
Paid Sick Days
Tagboard provides unlimited PTO which also covers sick days.
Perks & Discounts
Company Outings
Tagboard is currently gathering in person twice annually, fully company paid, as well as holding a few virtual gatherings throughout the year that include some kind of fun activity.
Happy Hours
Tagboard has a weekly, virtual, happy hour and is known to send out gift cards from time to time so team members can grab a snack or beverage for happy hour.
Home Office Stipend for Remote Employees
Tagboard provides a, one time, $2,000 (not including the cost of their MacBook) allowance to each team member to set up their ergonomic home office.
Professional Development Benefits
Job Training & Conferences
Tagboard provides a $1,500 allowance per year, for every team member, for additional learning and development.
Diversity Program
Lunch and learns
Tagboard calls Lunch and Learns, Tag Talks. Anyone can give a Tag Talk and it can be on any topic. We love learning from our team!
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An Insider's view of Tagboard

How would you describe the company’s work-life balance?

I can honestly say that I’ve never worked for a company that is as committed to supporting their employees’ personal lives as much as Tagboard is. Tagboard’s ‘true flexibility’ has given me the rare opportunity to work for a fantastic company and remain an active father in my children's lives. It truly feels like I’ve joined a community.

Giancarlo

Lead Software Engineer

What kinds of technical challenges do you and your team face?

One of the biggest challenges we are facing is how to make our product faster and more scalable so our end users can experience the product to the fullest. We are also committed to making the user experience better while improving the code base for present and incoming engineers.

Stuti

Software Engineer

How does the company support your career growth?

Leadership took a chance on me when I made a significant career change from being a news producer, to a CSM. Since, I’ve gone on to become the Dir. of Productions, and now SVP of Professional & Creative Services. Tagboard has provided the support and resources to feel anything is possible, and the mentorship and space to try new things.

Christine

SVP of Professional & Creative Services

How do your team's ideas influence the company's direction?

The Product team is responsible for defining the product vision and strategy necessary to build scalable solutions that meet the needs of our clients and contribute to the overall success of the company. Tagboard empowers the Product team to make critical decisions about which problems the company should solve for.

Austen

Director of Product

How do you make yourself accessible to the rest of the team?

Tagboard is committed to honoring each individual holistically. One of the things that I love the most is that we are empowered to show up as our full selves, whatever that looks like for us. I think this context allows me to be more accessible to the team. I am allowed to be fully myself, present and aware, while also doing my work. I’m amazed by

Carah

People Operations Specialist

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