Customer Success Manager
- Serve as the main point of contact and build strong relationships with assigned customer accounts through consultation, education, and support.
- Understand customer objectives, challenges, and desired outcomes, and develop tailored strategies to help them achieve success using our Toku platform.
- Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and address customer needs and inquiries effectively.
- Conduct regular check-ins with customers to assess their satisfaction, identify areas for improvement, and provide guidance on best practices.
- Proactively monitor customer usage, adoption, and engagement with the Toku platform, taking appropriate actions to drive customer value and retention.
- Identify upsell opportunities within existing accounts and collaborate with the sales team to drive revenue growth.
- Act as a customer advocate within Toku, providing valuable feedback and insights to influence product roadmap decisions and improve overall customer experience.
- Develop and deliver customer success metrics, reports, and presentations to track progress, showcase value, and identify areas for improvement.
- Stay informed about industry trends, best practices, and competitive landscape to better support customer needs and provide strategic guidance.
- Act as a mentor and resource for junior members of the customer success team, providing guidance and support as needed.
- Bachelor's degree in a relevant field or equivalent practical experience.
- 5+ years in a customer success role at companies that sell a highly technical product.
- Demonstrated experience in a customer success or account management role, particularly within companies offering highly technical products.
- Excellent written and verbal communication skills to effectively engage and build rapport with customers.
- Customer-centric mindset, with a genuine passion for helping customers succeed.
- Strong problem-solving abilities with a focus on delivering solutions.
- Proven organizational and project management skills to effectively manage multiple customer accounts simultaneously.
- Analytical mindset with the ability to leverage data to make informed decisions and recommendations.
- Self-motivate, proactive, independent worker that thrives in a fast-paced environment.
- Strong team player with the ability to collaborate effectively across different functions and teams.
Nice to have
- Founding a company or building side projects is a plus!
- Experience with EOR, PEO, HR, or Law.
- Experience in the SaaS (Software-as-a-Service), fintech, payments, finops, revops, or similar industries.
Something looks off?