Customer Success Manager

About Us

At Toolio, we’re on a mission to help retailers navigate the complex, competitive and ever-changing retail landscape so they can deliver what their customers want, when and where they want it. Merchandise planning is a key retail discipline that has been dominated by manual, error prone spreadsheets, and accurate inventory planning has never been more important. Toolio’s cloud-based merchandise planning platform built to help next-generation retailers automate critical workflows, gain real-time insights, and make faster, data-driven merchandising decisions. Toolio is trusted by leading brands including Mack Weldon, Bombas, Skims and Chubbies.

Location: Remote, Austin, TX, NYC, NY

The Opportunity

We are looking for a Customer Success Manager, with strong project management skills to join our growing team. You will work closely with our clients, a range of leading companies in the retail space, to ensure they are effectively leveraging Toolio to maximize value. You will serve as a trusted advisor, managing clients from initial implementation and onboarding through ongoing optimization. In this role, you will provide hands-on project management, coordinating cross-functionally with our team to keep complex implementations on time, within scope, and on budget.

Responsibilities include creating detailed project plans and timelines, assessing requirements, identifying risks, and proactively driving mitigation plans. You will also lead monthly, and quarterly success reviews, identifying adoption trends and expansion opportunities. Additionally, you will contribute to building our processes around driving adoption, project delivery, and the overall customer lifecycle. You will report directly to Toolio's VP of Customer Success and work alongside two other CSMs.

The ideal candidate will be diligent and detail-oriented, capable of managing multiple complex projects simultaneously. You are a dynamic, highly-motivated individual who loves rolling up their sleeves and wearing multiple hats. This is an exciting opportunity to help shape customer engagement processes and project rigor for a growing, early-stage startup.

In this role, you will:

• Own and manage the entire customer lifecycle including the implementation and onboarding project management, success planning, and driving adoption for maximum customer value

• Lead Customer Implementations: Manage onboarding projects in collaboration with customers and internal teams. Define project goals, document detailed project scopes and plans, identify risks, and customize launch strategies for successful engagements (typically 16-26 weeks).

• Project Management: Track progress, adjusting schedules and resources to reflect progress. Report on achievements, risks, issues and mitigation plans.

• Customer Engagement: Build trusted advisor relationships with every customer interaction. Schedule and facilitate meetings with clear agendas, action items, and notes.

• Customer Advocacy: Contribute to customer specific product marketing activities (i.e. case studies, references, referrals, blog posts).

• Training & Support: Develop processes and content to enable self-service onboarding and ensure user adoption. Provide ongoing troubleshooting and optimization support.

• Reporting & Expansion Planning: Share customer progress and achievements cross-functionally. Collaborate with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage.

• Cross-Functional Partnerships: Work closely with Sales, Product, Engineering, etc. to deliver maximum value. Advocate as the voice of the customer.
  
  

Requirements

• 2 to 4+ years of customer success and/or project management experience, ideally in a SaaS environment

• Strong project management background including resource planning, data implementations, risk mitigation, and navigating complex requirements

• Background in planning or buying workflows in merchandising/retail a plus

• Excellent analytical, problem-solving, and relationship-building skills

• Superior written and verbal communication abilities, with aptitude for presentations

• Ability to manage multiple complex projects simultaneously, while delivering excellent client experiences

• High attention to detail and organization in documentation, planning, and tracking

• Self-motivated with capability to take ownership and drive results

• Experience working in a high-growth startup environment valued

• Familiarity with Vitally CRM, or previous experience with Toolio a optional be desired

About You

• You are highly organized