Tartan App
All open positions

Customer Success Manager

Company Description

Tartan App helps K-12 schools stop phishing and build a security-aware staff without the cost and complexity of enterprise tools. Our platform combines phishing simulations, short micro-trainings for staff and students, a report button that analyzes suspicious emails and removes threats from every inbox, and an automated Google Workspace security audit. Built specifically for schools, Tartan is a more affordable alternative to enterprise security awareness platforms and is trusted by 250+ schools and districts across the US and Canada.

Tartan is currently searching for a Customer Success Manager, based in Ontario, Canada, to onboard, support, retain, and grow our customers.

Mission of the Customer Success Manager

Reporting to Roisin Flood, Co-Founder, the Customer Success Manager owns the customer experience after the sale: getting schools launched, keeping them running smoothly, and renewing and growing them every year. You are accountable for the renewal rate, gross revenue retention (GRR), and net revenue retention (NRR).

Role Responsibilities

  • Provide schools with hands down the best customer experience they have ever had.
  • Onboard new customers: run the onboarding call, connect Google Workspace or Microsoft 365, launch the first phishing campaign, and hold regular check-ins until the school is fully up and running.
  • Serve as the first line of technical support. With a sense of urgency, troubleshoot, diagnose, and resolve product issues, including email delivery, allowlisting, user syncing, and reporting questions, and escalate to engineering with clear, reproducible detail when needed.
  • Own renewals for your accounts: forecast them, start conversations well before the renewal date, and guide schools through quotes, purchase orders, and procurement.
  • Grow existing customers by adding products, students, and schools, and by identifying district-wide opportunities.
  • Proactively engage customers through email, phone, Loom videos, and video calls to drive adoption, find both solutions and opportunities, and minimize churn and contraction.
  • Work with IT reseller partners on renewals and expansion for reseller-managed accounts.
  • Guide schools through security, privacy, and data processing reviews.
  • Become a product expert and an expert in K-12 cybersecurity, understanding our customers' pain and how Tartan solves it.
  • Ensure all activity is diligently logged in HubSpot. Anyone can look at a customer's account and easily know the history within one business day of the last activity.
  • Build and improve help center articles, onboarding materials, and processes so customers can help themselves.
  • Share what you hear from customers, support tickets, and churned accounts so we can improve the product, pricing, and messaging.
  • Work with customers and resellers across the US, Canada, and internationally.

Role Requirements

  • 2+ years of experience in SaaS with a successful track record in customer success, account management, or technical support, ideally serving K-12 or SMB customers.
  • You actively use AI tools Claude Code, Codex, Grokbot, research, and workflow tools, and you can demonstrate how you've applied them to get real work done. You have connected an MCP to your agent. This is a hard requirement.
  • You are comfortable with technology and excited to learn new software. Experience with Google Workspace or Microsoft 365 administration, email delivery, or cybersecurity tools is a strong asset.
  • Excellent written and verbal communication skills in English, and you are comfortable presenting to IT directors and school staff.
  • You have high standards for work, get tasks done quickly, love deadlines, can commit and deliver on a forecast, don't need to be followed up with, and you're a continuous learner.
  • You're a glass-half-full person, and you're practical. You roll up your sleeves and see an imperfect situation, tool, process, etc. as an opportunity.
  • You can handle a fast pace and a demanding workload while keeping every customer interaction positive. You will be managing hundreds of customers.
  • Experience with HubSpot is an asset.
  • You live in Ontario and are legally eligible to work in Canada.

At Tartan, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

If this sounds like a great fit, we look forward to your application!