Senior Customer Success Manager

Senior Customer Success Manager

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 wantwhen and where they want it. Merchandise planning is one of the most critical retail disciplines, yet it has long been dominated by manual, error-prone spreadsheets. As inventory risk continues to rise, accurate, agile planning has never been more important.

Toolio's cloud-based merchandise planning platform helps next-generation retailers automate critical workflows, gain real-time insights, and make faster, data-driven merchandising decisions. Toolio is trusted by 100+ leading brands and retailers including Rothy's, Knix, Filson, Tommy John, Peloton and more.

What You'll Do

Own PostGo-Live Customer Success

• Own the postgo-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.

Drive Adoption & Value Realization

• 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.

Strategic Customer Engagement

• 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 QBRsCSM presents value and outcomes; AM frames future partnership and growth.

Partner with Customer Support

• 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.

Customer Advocacy & Feedback

• 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.

Cross-Functional Collaboration

• 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.

What We're Looking For

Experience & Background

• 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 postgo-live customer relationships with accountability for adoption and retention.

Skills & Capabilities

• 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 skillsable to communicate clearly with both retail operators and executives.
• Highly organized, detail-oriented, and capable of managing multiple complex accounts simultaneously.

Mindset & Working Style

• 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.

Nice to Have

• Experience with Vitally or other customer success platforms.
• Prior exposure to Toolio or similar merchandise planning solutions.

Compensation & Benefits

• Competitive base salary with performance-based bonus.
• Meaningful early-stage equity.
• Medical, dental, and vision benefits.
• Work From Home stipend to support your remote setup and ongoing home office needs.
• Continuous Learning stipend to invest in professional development, training, courses, and conferences.

About Toolio & Our Founders

Toolio 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 lead 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!