Senior Customer Success Manager, Toolio

• 5+ years of experience in Customer Success, Consulting, or a related customer-facing role in a SaaS environment
• Strong retail planning or merchandising background (e.g., merchandise planning, buying, allocation, inventory management, planning systems)
• Experience owning post–go-live customer relationships with accountability for adoption and retention
• Deep understanding of customer health, adoption metrics, and value realization frameworks
• Strong analytical and problem-solving skills, with comfort using usage data to drive action
• Excellent written, verbal, and presentation skills—able to communicate clearly with both retail operators and executives
• Highly organized, detail-oriented, and capable of managing multiple complex accounts simultaneously
• Proactive, ownership-driven, and persistent in driving outcomes
• Comfortable operating in a high-growth, early-stage environment with evolving processes
• Passionate about helping retailers modernize planning processes through technology
• Collaborative and curious, with a strong bias toward continuous improvement

Desirable

• We are hiring a Senior Customer Success Manager to own customer outcomes after go-live
• This role is accountable for driving product adoption, measurable value, retention readiness, and long-term customer health across a portfolio of retail customers
• As a Senior CSM, you “own the journey” once a customer is live on Toolio
• You will act as a trusted advisor to retail operators and functional leaders, ensuring customers fully adopt Toolio, realize ROI, and continuously mature their planning workflows
• You will partner closely with Account Management (Sales), who owns renewals and commercial negotiations, to support expansion and long-term growth
• This is a senior, highly visible role that blends retail planning expertise, customer success leadership, and operational rigor
• You will report to Toolio’s VP of Customer Success and work closely with Customer Support, Sales, Product, and Engineering
• Own the post–go-live customer lifecycle, including adoption, success planning, optimization, retention readiness, and ongoing value realization
• Serve as the primary owner of customer health, outcomes, and satisfaction
• Maintain clear success plans tied to customer goals, KPIs, and business outcomes
• Monitor usage health, adoption trends, and engagement signals across accounts
• Proactively identify risks (e.g., declining usage, stalled workflows, organizational changes) and drive mitigation plans
• Coach customers on best practices across Toolio workflows, translating retail planning concepts into effective product usage, working in partnership with our Value Development team
• Document and communicate ROI, impact metrics, and customer wins internally and externally
• Own day-to-day relationships with customer operators and functional leaders
• Lead regular operator check-ins with clear agendas, action items, and documented outcomes
• Lead Monthly / Quarterly Business Reviews (MBR / QBRs) focused on adoption, KPIs, ROI, and future success plans
• Partner with Account Managers in executive QBRs—CSM presents value and outcomes; AM frames future partnership and growth
• Collaborate closely with Customer Support to ensure issues are resolved efficiently
• Review open support tickets, escalate high-priority issues, and identify recurring themes impacting adoption
• Feed insights back into success plans, enablement materials, and product feedback loops
• Collect structured customer feedback and advocate internally as the voice of the customer
• Contribute to customer advocacy efforts including case studies, references, referrals, and success stories
• Share insights with Product and Engineering to inform roadmap and prioritization
• Partner with Account Managers on account strategy, renewal readiness, and expansion signal identification (CSM supports; AM owns the deal)
• Share customer health, usage insights, and risk signals cross-functionally
• Maintain accurate CRM documentation and success reporting