Customer Success Associate, Scaled

About Tango

Tango is building a faster, smarter way to eliminate repetitive work. The product helps teams create step-by-step guides in minutes by capturing a process as it happens, then automatically turning it into detailed documentation. Tango can also produce automations and in-app guidance, and it lets teams share, embed, or pin that content inside the tools they already use.

As a product-led startup, Tango supports hundreds of thousands of users at companies including Cox, Salesforce, Gusto, Klaviyo, and Lockheed Martin. The company is backed by investors such as Slack Fund, Salesforce Ventures, Atlassian Ventures, Wing VC, General Catalyst, GSV Ventures, Tiger Global, and HubSpot. Tango is also working toward a future where AI understands workflows and business rules well enough to help handle routine tasks automatically.

Role Summary

Tango is hiring a Customer Success Associate, Scaled to join its Customer Experience team. In this role, you will be responsible for the journey of hundreds of customers through a mix of direct human touch, AI-driven support, and scalable programs. Your focus will be activation, engagement, and retention. This is a remote role based in the United States.

You will report to the Senior Manager, CX & Success, and partner closely with Finance & Operations, Marketing, Product, and Commercial teams.

What You Will Do

• Design, improve, and run a repeatable customer experience model for Tango’s scaled customer segment.
• Use AI, automation, and workflow tools to personalize engagement at scale and replace manual processes wherever possible.
• Plan and execute one-to-many programs such as timed outreach, webinars, and feature launch communications to improve customer engagement and outcomes.
• Track customer health signals to spot risks and opportunities that influence gross revenue retention and net revenue retention.
• Work cross-functionally to identify trends, patterns, and friction points affecting activation, adoption, and retention.

What You Need

• 2 to 4 years of experience in SaaS, scaled or digital customer success, customer engagement, or consulting.
• Hands-on experience creating playbooks, templates, and frameworks for a broad customer base.
• Strong organization and prioritization skills, with the ability to manage a large volume of accounts effectively.
• Good judgment on when to use automated, systematic motions versus direct human support.
• Comfort with jumping on calls to troubleshoot issues and understand customer needs more deeply.
• Technical curiosity and a systems-oriented mindset, especially around AI, automation, and scalable customer engagement.
• Confidence working in a fast-moving startup environment with ambiguity and evolving processes.
• Extra advantage if you have worked at a Series A or Series B company.

About You

• You adapt quickly in a startup environment.
• You are motivated to learn and grow.
• You bring a positive, low-ego attitude and enjoy working in a fun team culture.

Compensation

The base salary for this position is USD 85,000 to USD 105,000 per year. Total compensation also includes equity and benefits. Final compensation may vary based on experience and expertise. Tango also conducts annual compensation reviews and provides an annual equity refresh program.

AI Mindset

Tango expects every team member to actively use AI in their work. The company looks for people who already experiment with AI tools to improve productivity, collaboration, and customer outcomes, while continuing to learn and build new ways AI can add value.

Benefits

• Full medical, dental, and vision coverage with 100% employer contribution, plus FSA and HSA options for qualified plans.
• Competitive pay with meaningful equity.
• 401(k) plan.
• Ability to work from anywhere in the United States, along with UberEats and Deskpass stipends.
• Annual stipend for learning, development, and productivity.
• Health and wellness stipend.
• Unlimited PTO, 10 holidays, 4 personal volunteer days, 4 mental health days, and birthdays off.
• Paid parental leave.
• Subsidized National Parks Annual Pass.
• Subsidized roller skates.

Company Values

• Take Action: move quickly, avoid indecision, and learn through execution.
• Aim High: set ambitious goals and take calculated risks.
• Seek Diversity: welcome different viewpoints and challenge the status quo in a safe environment.
• Leave It Better: act like an owner and maintain a growth mindset.
• Customer Love: prioritize the end user and create exceptional experiences.
• Team First: support the group and win together.

Additional Information

This role is remote and based in the United States. The posting does not specify a fixed number of openings. No start date, application deadline, or duration is mentioned.