Customer Success Manager

Taazaa Inc • Full-time • Ohio, United States, US • 1w ago

About Taazaa

Taazaa is an Inc. 5000 custom software development company. We partner with mid-market and enterprise clients to design, build, and evolve software products that solve real business problems. Our teams span the US, Canada and India, and we operate with a builder's mindset: we don't just ship features, we own outcomes.

About The Role

We need a Customer Success Manager to own client relationships from start to finish. You are the primary escalation point, but this is not a reactive role. You need to spot small issues and resolve them before they grow. You will bridge the gap between clients and delivery squads so every engagement delivers real value. Make clients feel heard and confident in the partnership.

You'll report to our Director of Customer Success and work closely with Engineering Managers, Product leads, and squad leads across our portfolio. The right person for this role is equal parts relationship builder, product partner, technical translator, and problem solver.

What You'll Own

A portfolio of active client accounts, serving as the primary point of escalation and trusted advisor for each.
Client health: proactively monitoring engagement quality, satisfaction signals, delivery cadence, and risk indicators before they become escalations.
Onboarding and kickoff for new engagements, setting expectations, establishing communication rhythms, and aligning on success criteria.
Monthly check-ins and quarterly business reviews that go beyond status updates. You'll bring insight, surface opportunities, and drive strategic conversations about roadmap, capacity, and ROI.
Internal advocacy: translating client context, priorities, and pain points to delivery teams so squads can make better decisions day-to-day.
Expansion and renewal support. You won't carry a hard sales quota, but you'll be expected to identify organic growth opportunities and partner with leadership to act on them. You will be responsible for managing change requests through a negotiated client approval.
Escalation management with a bias toward resolution, not finger-pointing. When something goes sideways, you run toward the problem.

What Makes You a Fit

Technical fluency. You don't need to write production code, but you can hold your own in a conversation about APIs, architecture tradeoffs, sprint velocity, and deployment pipelines. You've worked in or around software delivery teams and you understand the rhythm of how products get built.
Business fluency. You do not need an MBA, but you can hold your own in a conversation with a business owner about profit margins or return on investment. You can empathize with running a company.
Global partnership. You deeply appreciate our Indian, US and Canadian delivery teams. You treat your offshore coworkers as equal partners rather than just resources. You know how to build authentic trust across time zones and cultures.
Deep customer empathy. You instinctively think from the client's perspective. You listen more than you talk in early conversations, and you ask the kind of questions that make clients feel genuinely understood.
Solution mindset. You don't bring problems without options. When you hit friction (scope ambiguity, delivery delays, misaligned expectations), your default is to frame the situation, propose a path forward, and drive alignment.
Relationship builder. You're an active listener who is energized by working with people. You build trust quickly, both externally with clients and internally with engineers, PMs, and leadership.
US-based. This role requires overlap with US business hours and comfort working directly with US-based clients and stakeholders.

Experience We're Looking For

3-7 years in a client-facing role within a software services, consulting, or SaaS environment.
Direct experience working alongside engineering or product delivery teams.
Comfort with tools like Jira, Teams, HubSpot (or similar CRM), and collaboration platforms.
Strong written and verbal communication. You can write a clear status update, run a client call with confidence, and draft a thoughtful escalation Summary.
Experience in a services company that operates with offshore/nearshore delivery teams.

Our Values (and Why They Matter Here)

Most importantly, we expect you to live our 4 core values. The most critical value is 1)being your own captain. You take full ownership of your accounts from start to finish. You solve problems proactively. You remain accountable for the outcome. You 2)lead with empathy by exploring options with humility. You 3)strive for excellence by taking deep pride in your craft. You 4) create for tomorrow by favoring lasting value over expedience. We want someone who shares our belief that the best client relationships are built on honesty even when the truth is hard to say.

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