Customer Success Manager

Summary

Join Torii, a fast-growing SaaS Management company, as a Customer Success Manager! In this remote-first role, you will guide SMB and Mid-Market customers in North America and APAC through onboarding and renewal, maximizing their use of Torii's platform. You will build strong relationships, collaborate with internal teams, and proactively identify opportunities for increased adoption. Success will be measured by customer retention, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR) goals. This position requires 3+ years of customer-facing experience and proficiency with various SaaS tools. Torii offers a comprehensive benefits package including fully paid health insurance, generous vacation time, and a remote work setup.

Requirements

• 3+ years of experience in a customer-facing role (Customer Success Manager, Account Manager, Account Executive, etc.)
• Strong communication skills, both written and verbal, with the ability to build relationships and engage customers effectively
• Proficiency with tools in our tech stack, including Salesforce, ChurnZero, Loom, Notion, Intercom, Featurebase, and Zendesk
• Problem-solving mindset: able to quickly assess situations, pivot when needed, and find creative solutions
• Experience with SaaS integrations, including Okta, Google Workspace, Azure, SSO, Hosting, API integrations, and IT ecosystems
• Familiarity with identity providers (IDPs) like Okta, Azure AD, Google Workspace, JumpCloud, and OneLogin, as well as OAuth, HRIS, expense management, IT, procurement, and SaaS platforms
• Analytical thinker who can evaluate processes and recommend data-driven improvements
• Self-motivated and proactive, with a collaborative approach and a knack for creative problem-solving
• Quick learner, experienced in training and guiding customers through complex technical processes
• Detail-oriented and disciplined, ensuring consistency and accuracy in daily work

Responsibilities

• Lead onboarding to set customers up for long-term success with best practices
• Provide ongoing training to ensure users feel confident and maximize value from the platform
• Share product updates and roadmap insights while relaying customer feedback to the Product team
• Advise customers on SaaS Management best practices to help them achieve their goals
• Build strong relationships through regular check-ins, business reviews, and success planning
• Align with stakeholders to track progress and demonstrate the impact of Torii
• Proactively identify opportunities for increased adoption without disrupting customer goals
• Resolve issues efficiently, collaborating with internal teams as needed
• Develop creative ways to engage customers outside of meetings, such as videos, emails, and office hours
• Navigate renewal conversations, mitigating risks like capability downgrades to reduce churn
• Maintain accurate forecasts of renewals and at-risk accounts
• Work closely with Finance and Legal to verify contracts, quotes, and terms
• Ensure customer retention by proactively delivering value and supporting Gross Revenue Retention (GRR) goals
• Identify growth opportunities to strengthen customer relationships and boost Net Revenue Retention (NRR)
• Build long-term partnerships by driving renewals and multi-year commitments
• Promote customer advocacy through references, referrals, and case studies

Benefits

• Remote-First Culture: Work from anywhere with flexible hours and a supportive team
• 100% fully paid health, vision, and dental coverage for you, and 80% health, 100% dental and vision coverage for your family
• Employee share options to give you a stake in our success
• Generous vacation policy to encourage a healthy work-life balance
• Unlimited sick, medical, mental health, and safe leave
• 401k with a 6% Safe Harbor Match to support your financial future
• Life and Disability Insurance for added peace of mind
• Remote Work Setup: Receive a MacBook, mouse, keyboard, monitor, and a $300 WFH stipend