Full-Time Customer Success Manager

About Torii Torii is a fast-growing, VC-funded startup in SaaS Management. We help customers discover and act on cloud applications. About The Role Torii seeks a Customer Success Manager to support North American customers. You'll be a trusted advisor guiding SMB and Mid-Market customers.What You'll Do

• Guide customers from onboarding to renewal, maximizing value.
• Lead onboarding for long-term success, providing ongoing training.
• Share product updates, roadmap insights, and customer feedback to the Product team.
• Advise on SaaS Management best practices.
• Build strong relationships through regular check-ins, business reviews, and success planning.
• Track progress and demonstrate Torii's impact.
• Proactively identify adoption opportunities and resolve issues.
• Engage customers outside of meetings.
• Navigate renewal conversations, mitigating churn risks.
• Maintain accurate forecasts of renewals and at-risk accounts.
• Work with Finance and Legal on contracts, quotes, and terms.
• Ensure customer retention and support GRR goals.
• Identify growth opportunities to boost NRR.
• Drive renewals and multi-year commitments.
• Promote customer advocacy through references, referrals, and case studies.

• 3+ years experience in a customer-facing role (e.g., CSM, Account Manager).
• Strong communication skills.
• Proficiency with tools (Salesforce, ChurnZero, Loom, Notion, Intercom).
• Problem-solving mindset.
• Experience with SaaS integrations.
• Familiarity with identity providers.
• Analytical thinker, detail-oriented and disciplined.
• Self-motivated and proactive with a collaborative approach.

• Remote-first culture with flexible hours.
• Comprehensive benefits (health, vision, dental).
• Employee share options.
• Generous vacation policy.
• Remote work setup (MacBook, peripherals, stipend).
• International reach.

Salary Range: $100,000 - $115,000 USD

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