Updated Customer Account Manager FAQs
The following FAQ questions outline changes made to how Tassel manages our customer contact roles starting August 2025.
What’s the benefit of having two points of contact instead of one?
This dual approach ensures you get both high-level strategic guidance and focused execution support. It helps us be more responsive, more proactive, and more aligned with your needs at every step.
When would I contact my customer success manager?
If you are reaching out for: renewals, estimates, general training, onboarding, contracts, new products, platform improvement requests, account review.
When would I contact my customer support manager?
If you are reaching out for: tasks and notifications, troubleshooting and technical issues, website creation, graduate uploads, data delivery, view creation, adjustments to: registration forms, emails, tickets, stage pass, cards, labels.
What if I can’t remember who to contact?
If you’re not sure who to contact, that’s okay. In these instances, reach out to both of your account leads and they’ll point you in the right direction.
Who do I contact if both Customer Success and Customer Support are unavailable?
We are here to support you. You can send a message to cs@tassel.com and a dedicated member of our team will be able to assist you.
Can I schedule regular check-ins with my team?
Absolutely. We encourage ongoing communication and are happy to set up recurring meetings to ensure we’re aligned and proactive in supporting your events.
Does having two main contacts change/impact my contract or pricing?
No. Your current contract, pricing, and package details stay the same. This change is purely about improving your experience and support.