Customer Success Manager
4 weeks ago
At Toolio, we're on a mission to revolutionize the retail landscape by providing innovative solutions that help retailers navigate the complexities of the industry.
Our cloud-based merchandise planning platform is designed to automate critical workflows, provide real-time insights, and enable data-driven merchandising decisions.
We're trusted by leading brands, including Mack Weldon, Bombas, Skims, and Chubbies.
The OpportunityWe're seeking a highly skilled Customer Success Manager to join our growing team.
As a Customer Success Manager, you'll work closely with our clients to ensure they're effectively leveraging Toolio to maximize value.
You'll serve as a trusted advisor, managing clients from initial implementation and onboarding through ongoing optimization.
Your responsibilities will include creating detailed project plans and timelines, assessing requirements, identifying risks, and proactively driving mitigation plans.
You'll also lead monthly and quarterly success reviews, identifying adoption trends and expansion opportunities.
Additionally, you'll contribute to building our processes around driving adoption, project delivery, and the overall customer lifecycle.
You'll report directly to Toolio's VP of Customer Success and work alongside two other CSMs.
Responsibilities- Own and manage the entire customer lifecycle, including implementation and onboarding project management, success planning, and driving adoption for maximum customer value.
- Lead customer implementations, managing onboarding projects in collaboration with customers and internal teams.
- Define project goals, document detailed project scopes and plans, identify risks, and customize launch strategies for successful engagements.
- Track progress, adjusting schedules and resources to reflect progress.
- Report on achievements, risks, issues, and mitigation plans.
- Build trusted advisor relationships with every customer interaction.
- Schedule and facilitate meetings with clear agendas, action items, and notes.
- Contribute to customer-specific product marketing activities, such as case studies, references, referrals, and blog posts.
- Develop processes and content to enable self-service onboarding and ensure user adoption.
- Provide ongoing troubleshooting and optimization support.
- Share customer progress and achievements cross-functionally.
- Collaborate with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage.
- Work closely with Sales, Product, Engineering, and other teams to deliver maximum value.
- 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.
- Background in planning or buying workflows in merchandising/retail a plus.
- 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-motivated with capability to take ownership and drive results.
- Experience working in a high-growth startup environment valued.
- Familiarity with Vitally CRM, or previous experience with Toolio a plus.
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