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A Bit About Torii

Torii is a fast-growing, VC-funded startup in the new category of SaaS Management. We’re fortunate to be backed by top-notch VCs, and to have a stellar customer roster including companies such as Twitch, Delivery Hero, Pipedrive, TypeForm, and monday.com. We’re aiming to be the market leader in our nascent category by helping IT leaders solve new and growing challenges their companies face managing SaaS applications and internal tools.

About the Role

We are looking for a Customer Success Manager to help grow and scale the team. This is an amazing opportunity to help shape the Customer Success team.

As a Customer Success Manager, you will create exceptional experiences and sustained value for Torii customers by acting as their trusted advisor and advocate from post-sale through renewal. You will guide them through the journey of meeting and exceeding their ROI goals. You will also work closely with Sales, Marketing and Product teams acting as an internal advocate for the customers and to have our customers evangelize Torii.

Key Responsibilities

  • Proactively manage the success of a portfolio of assigned customers to deliver value across the entire lifecycle so that renewing and expanding is a no-brainer
  • Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion.
  • Coordinate and train users so they feel comfortable with the platform and are able to derive maximum value
  • Advise customers on best practices for SaaS Management and the best way to achieve desired outcomes using the platform
  • Resolve customer issues, alone and through collaboration with other teams
  • Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
  • Drive customer advocacy in the form of references, referrals, and case studies
  • Effectively communicate feature/roadmap news to customers, as well as to provide valuable inbound user feedback to the Torii Product team.
  • Codify Customer Success processes by documenting workflows, playbooks and outreach cadences

Qualifications

  • 4+ years’ experience in Account Management or SaaS Customer Success roles; experience working at a startup with Enterprise software is a plus
  • Energetic and self-motivated; a team player who is also a proactive and creative problem solver
  • Quick tech learner, with experience training, teaching and guiding customers through technical processes
  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred
  • Detail-oriented, disciplined, and focused on consistency in all aspects of your daily work
  • Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is a plus
  • Experience in a scaling & rapid-growth Customer Success team, with specific system and process implementation experience. Ability to analyze existing process and make recommendations around systems and more efficient processes
  • Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations

What You'll Love About Us!

  • You will be part of the core Customer Success team at Torii, and be among the first CSMs in the company. This is an opportunity to come in at the ground level at a period of rapid growth for the company, and to have a significant impact on the company’s success and overall trajectory.
  • You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future.
  • Benefits and perks to support your holistic wellbeing including 100% fully paid health benefits for you and your family, a generous vacation policy to encourage a health work-life balance, 401k to support your financial future and more!
  • Our product is used internationally by companies like Twitch, Stash, AngelList, Similarweb, monday.com and more!

Torii is proud to be an Equal Employment Opportunity Employer. Torii does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.