TOOLIO Retail
Customer Success Manager Austin, United States
TOOLIO Retail, Austin, Texas, us, 78716
About UsAt 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 is 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, TXThe OpportunityWe 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.
Leading monthly and quarterly success reviews, identifying adoption trends and expansion opportunities.
Contributing to building our processes around driving adoption, project delivery, and the overall customer lifecycle.
Reporting directly to Toolio's VP of Customer Success and working alongside two other CSMs.
Owning and managing the entire customer lifecycle including implementation and onboarding project management, success planning, and driving adoption for maximum customer value.
Managing onboarding projects in collaboration with customers and internal teams. Defining project goals, documenting detailed project scopes and plans, identifying risks, and customizing launch strategies for successful engagements (typically 16-26 weeks).
Tracking progress, adjusting schedules and resources to reflect progress. Reporting on achievements, risks, issues, and mitigation plans.
Building trusted advisor relationships with every customer interaction. Scheduling and facilitating meetings with clear agendas, action items, and notes.
Contributing to customer-specific product marketing activities (i.e., case studies, references, referrals, blog posts).
Developing processes and content to enable self-service onboarding and ensure user adoption. Providing ongoing troubleshooting and optimization support.
Sharing customer progress and achievements cross-functionally. Collaborating with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage.
Working closely with Sales, Product, Engineering, etc. to deliver maximum value and advocating as the voice of the customer.
Requirements2 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 is 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 the capability to take ownership and drive results.
Experience working in a high-growth startup environment is valued.
Familiarity with Vitally CRM, or previous experience with Toolio is desired.
About YouYou are highly organized and detail-oriented, capable of managing multiple complex projects smoothly.
You are diligent in setting schedules, meeting deadlines, and tracking progress.
You proactively identify potential issues and drive mitigation plans.
You are a clear, empathetic communicator across written, verbal, and presentation formats.
You are persistent in the face of obstacles - you continue to innovate solutions and push initiatives forward.
You are self-motivated and goal-oriented, seizing opportunities as they arise rather than waiting.
You have a passion for helping businesses transform operations through strategic use of technology.
You are curious and will thrive as part of a team of smart, motivated, and collaborative professionals.
To learn more about how we work and what we are looking for in candidates, check out our
core values .We offer competitive base pay with a salary range of $75k - $100k. In addition to base salary, this role includes performance-based bonus, generous early-stage equity, and benefits including medical/dental/vision.Our Company And FoundersToolio is a distributed team with headquarters in NYC and offices in Turkey backed by top VCs and apparel industry executives. Toolio was founded in 2019 by Eytan Daniyalzade and Berk Atikoglu, serial entrepreneurs who have worked together for more than 10 years. Their previous company, Stylr, was acquired by Walmart Labs in 2014. At Walmart, they led teams that delivered various groundbreaking products like Sam’s Club Scan & Go and Walmart Pay which reach millions of users and process billions of dollars each year. While at Walmart, they got to see that the tools used by planners and merchants were years behind the technology they had built for consumers. So they set out on a mission to change this by building a modern merchandising platform, Toolio.Toolio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Come build a great company with us!
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Remote, Austin, TXThe OpportunityWe 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.
Leading monthly and quarterly success reviews, identifying adoption trends and expansion opportunities.
Contributing to building our processes around driving adoption, project delivery, and the overall customer lifecycle.
Reporting directly to Toolio's VP of Customer Success and working alongside two other CSMs.
Owning and managing the entire customer lifecycle including implementation and onboarding project management, success planning, and driving adoption for maximum customer value.
Managing onboarding projects in collaboration with customers and internal teams. Defining project goals, documenting detailed project scopes and plans, identifying risks, and customizing launch strategies for successful engagements (typically 16-26 weeks).
Tracking progress, adjusting schedules and resources to reflect progress. Reporting on achievements, risks, issues, and mitigation plans.
Building trusted advisor relationships with every customer interaction. Scheduling and facilitating meetings with clear agendas, action items, and notes.
Contributing to customer-specific product marketing activities (i.e., case studies, references, referrals, blog posts).
Developing processes and content to enable self-service onboarding and ensure user adoption. Providing ongoing troubleshooting and optimization support.
Sharing customer progress and achievements cross-functionally. Collaborating with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage.
Working closely with Sales, Product, Engineering, etc. to deliver maximum value and advocating as the voice of the customer.
Requirements2 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 is 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 the capability to take ownership and drive results.
Experience working in a high-growth startup environment is valued.
Familiarity with Vitally CRM, or previous experience with Toolio is desired.
About YouYou are highly organized and detail-oriented, capable of managing multiple complex projects smoothly.
You are diligent in setting schedules, meeting deadlines, and tracking progress.
You proactively identify potential issues and drive mitigation plans.
You are a clear, empathetic communicator across written, verbal, and presentation formats.
You are persistent in the face of obstacles - you continue to innovate solutions and push initiatives forward.
You are self-motivated and goal-oriented, seizing opportunities as they arise rather than waiting.
You have a passion for helping businesses transform operations through strategic use of technology.
You are curious and will thrive as part of a team of smart, motivated, and collaborative professionals.
To learn more about how we work and what we are looking for in candidates, check out our
core values .We offer competitive base pay with a salary range of $75k - $100k. In addition to base salary, this role includes performance-based bonus, generous early-stage equity, and benefits including medical/dental/vision.Our Company And FoundersToolio is a distributed team with headquarters in NYC and offices in Turkey backed by top VCs and apparel industry executives. Toolio was founded in 2019 by Eytan Daniyalzade and Berk Atikoglu, serial entrepreneurs who have worked together for more than 10 years. Their previous company, Stylr, was acquired by Walmart Labs in 2014. At Walmart, they led teams that delivered various groundbreaking products like Sam’s Club Scan & Go and Walmart Pay which reach millions of users and process billions of dollars each year. While at Walmart, they got to see that the tools used by planners and merchants were years behind the technology they had built for consumers. So they set out on a mission to change this by building a modern merchandising platform, Toolio.Toolio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Come build a great company with us!
#J-18808-Ljbffr