Back to jobs

Customer Success Manager

New York, NY or Remote US

About Torii

Torii is a fast-growing, VC-funded startup in one of the hottest emerging categories: SaaS Management. We help customers like Sisense, AppsFlyer, HiBob, iFood, and Payoneer discover and act on every single cloud application in their portfolio. Torii is backed by leading venture capital firms including Wing Venture Capital, Global Founders Capital, Uncork Capital, Entree Capital and LocalGlobe.

Torii, has recently been recognized by Gartner as a Leader in SaaS Management Platforms, as well as, being named a G2 Leader in both SaaS Spend and SaaS Operations Management among SMPs!

 

About The Role

Are you passionate about helping customers succeed? 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.

If you enjoy building strong relationships and making a meaningful impact, we’d love to hear from you!

 

What You'll Do

You’ll guide customers from onboarding to renewal, ensuring they get the most value from Torii. Key responsibilities throughout the Customer Journey:

Onboarding & Training

  • 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.

Customer Success & Engagement

  • 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.

Support & Problem Solving

  • 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.

Renewals & Retention

  • 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.

Success Metrics

  • 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.

Who You Are

  • 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 You’ll Love About Us

  • Remote-First Culture: Work from anywhere with flexible hours and a supportive team.
  • Comprehensive Benefits:
    • 100% fully paid health, vision, and dental coverage for you, and 80% health, 100% dental and vision coverage for your family.
    • Employee share options to give you a stake in our success.
    • Generous vacation policy to encourage a healthy work-life balance.
    • Unlimited sick, medical, mental health, and safe leave.
    • 401k with a 6% Safe Harbor Match to support your financial future.
    • Life and Disability Insurance for added peace of mind.
  • Remote Work Setup: Receive a MacBook, mouse, keyboard, monitor, and a $300 WFH stipend.
  • International Reach: Join a company whose product is trusted by global brands like Sisense and Fiverr.

The salary range displayed is an OTE consisting of base and variable pay. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location.  Salary ranges for positions based in other locations may differ based on the cost of labor in that location. 

Remote EST OTE Pay Range

$100,000 - $115,000 USD

 

Torii is proud to be an Equal Employment Opportunity Employer. Torii does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Torii’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.