Customer Success Manager, Torii
$100-115k
OTE
+ Employee share options
More information about location
SaaS management platform
Open for applications
SaaS management platform
101-200 employees
Open for applications
$100-115k
OTE
+ Employee share options
More information about location
101-200 employees
Company mission
To help modern IT drive their business forward by making the best use of SaaS.
Role
Who you are
- Are you passionate about helping customers succeed?
- If you enjoy building strong relationships and making a meaningful impact, we’d love to hear from you!
- 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
What the job involves
- Torii is looking for a Customer Success Manager in the PST or MST timezones to support our North American Customer Team
- In this role, you’ll be a trusted advisor, guiding SMB and Mid-Market customers on the West Coast and in the APAC region from onboarding to renewal
- You’ll help them maximize Torii’s value while collaborating with Sales, Marketing, Engineering, and Product teams to drive adoption
- You’ll guide customers from onboarding to renewal, ensuring they get the most value from Torii
- 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
Our take
Teams are becoming increasingly decentralized, and the need for cloud-based SaaS platforms is growing. However, finding, adopting, and using these solutions isn't always easy. Torii solves this problem by delivering a suite of SaaS management solutions, that help to accelerate and streamline SaaS adoption.
Headed up by a trio of experienced software and startup veterans, Torii has so far scaled at an impressive rate. It has also obtained impressive funding and a number of industry accolades, being praised as the only platform of its kind that "makes it easy to manage both SaaS spend and operations".
Moving forward, the company appears to be focussed on building its offering out even further, for example with its latest updates that focus on enabling collaboration, delegation and monitoring. If it continues to deliver enhanced value, it is no doubt Torii will remain an attractive option in the market, even if new competitors enter the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
174% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2022
$50m
SERIES B
Feb 2021
$10m
SERIES A
Total funding: $65m
Company benefits
- A focus on flexibility: We provide in-office and wfh home equipment and resources to allow you to do your best work at all times
- A focus on connection: We have lunches, happy hours and company-wide celebrations to create meaningful connection and belonging
- A focus on wellbeing: We offer generous benefits and resources to support your physical, financial and mental wellbeing
Company HQ
Garment District, New York, NY
Leadership
Uri Haramati
(Co-Founder & CEO)Was Head of Product and Co-founder at Houseparty, and CPO in residence at SigmaLabs Accelerator.
Uri Nativ
(Co-Founder & CPO)Was Sr. Manager of R&D at VMware and VP of Engineering at Klarna Israel.
Tal Bereznitskey
(Co-Founder & CTO)Previously worked as a Software Developer at Check Point Software Technologies, and was VP of R&D at Bizzabo.
Salary benchmarks
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