Customer Success Manager
4 days ago
At Toolio, we're dedicated to empowering retailers to navigate the complexities of the retail landscape and deliver exceptional customer experiences. Our cloud-based merchandise planning platform is designed to automate critical workflows, provide real-time insights, and enable data-driven merchandising decisions.
The OpportunityWe're seeking a highly organized and detail-oriented Customer Success Manager to join our growing team. As a key member of our customer success team, you will work closely with our clients to ensure they're effectively leveraging Toolio to maximize value.
Responsibilities include:
- Managing onboarding projects in collaboration with customers and internal teams
- Defining project goals, documenting detailed project scopes and plans, identifying risks, and customizing launch strategies for successful engagements
- Tracking progress, adjusting schedules and resources to reflect progress, and reporting on achievements, risks, issues, and mitigation plans
- Building trusted advisor relationships with every customer interaction, scheduling and facilitating meetings with clear agendas, action items, and notes
- Contributing to customer-specific product marketing activities, such as case studies, references, referrals, and blog posts
- Developing processes and content to enable self-service onboarding and ensure user adoption, providing ongoing troubleshooting and optimization support
- Sharing customer progress and achievements cross-functionally, collaborating with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage
We're looking for a candidate with:
- 2-4+ years of customer success and/or project management experience, ideally in a SaaS environment
- Strong project management background, including resource planning, data implementations, risk mitigation, and navigating complex requirements
- Excellent analytical, problem-solving, and relationship-building skills
- Superior written and verbal communication abilities, with aptitude for presentations
- Ability to manage multiple complex projects simultaneously, while delivering excellent client experiences
- High attention to detail and organization in documentation, planning, and tracking
- Self-motivation and capability to take ownership and drive results
- Experience working in a high-growth startup environment valued
We're looking for a highly motivated and goal-oriented individual who is passionate about helping businesses transform operations through strategic use of technology. If you're a detail-oriented and organized professional with a strong background in project management and customer success, we'd love to hear from you.
We offer competitive base pay, performance-based bonus, generous early-stage equity, and benefits including medical, dental, and vision. Join our team and be part of a dynamic and collaborative environment that's shaping the future of retail operations.
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