About Torii
Torii is a fast-growing, VC-funded startup in one of the hottest emerging categories: SaaS Management. We help customers like Palo Alto Networks, 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
We are seeking a passionate, dynamic, and results-oriented Director of Customer Success to lead our Customer Success team. This multifaceted role requires strategic vision, strong leadership, and a customer-centric approach to drive customer satisfaction, retention, and growth. As the Director of Customer Success, you will be responsible for defining and executing the strategy for our Customer Success function, ensuring our customers achieve their desired outcomes and derive maximum value from our solutions.
This role will report directly to the CEO and ideally, this candidate will operate from anywhere in the EST area as you will be leading a global team. We do have some team members in the NYC area if you just so happen to also be there!
Key Responsibilities
- Leadership and Team Development:
- Lead, mentor, and develop a high-performing Customer Success team.
- Foster a culture of improvement, collaboration, and excellence.
- Set performance goals and provide regular feedback.
- Customer Success Strategy:
- Define and implement a comprehensive Customer Success strategy.
- Drive strategic improvements to scale processes, services, and systems.
- Monitor metrics and KPIs to ensure success and make data-driven decisions.
- Customer Engagement and Relationship Management:
- Proactively manage the success of a select portfolio to ensure value delivery and lifecycle success.
- Guide the team in building and maintaining strong customer relationships.
- Serve as an escalation point for customer issues.
- Establish executive relationships with key customers.
- Collaboration and Cross-Functional Partnership:
- Partner with sales, marketing, product, and other teams.
- Provide customer feedback to inform product development and strategies.
- Identify upsell and cross-sell opportunities with the Sales team.
Who You Are
- 6+ years of experience managing customer relationships with a successful track record of driving retention and health.
- 3+ years of experience managing a Customer Success team; a natural leader and passionate coach who inspires their team to elevate performance.
- Experience in continuous process improvements and developing a B2B Enterprise SaaS Customer Success team, with specific system and process implementation experience. Ability to analyze existing processes and make recommendations around systems and more efficient processes.
- Demonstrated experience building relationships with key executives.
- Proactive, organized problem-solver with the ability to execute at both the strategic and tactical level; able to roll up their sleeves to get things done.
- Quick tech learner, with experience training, teaching, and guiding Customer Success Managers and customers through technical processes.
- Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations.
What You'll Love About Us!
- You will be part of the Sales team at Torii, breaking new ground on a white-hot new category that every single IT person in the world needs
- You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future.
- Our product is used internationally by companies like Stash, Palo Alto Networks, and many others!
Benefits
- Remote First
- 100% fully paid health, vision, and dental benefits for you AND 80% coverage for your family
- Employee Share Options in Torii
- Generous vacation policy to encourage a health work-life balance
- Unlimited Sick, Medical, Mental Health + Safe Leave
- 401k with 6% Safe Harbor Match to support your financial future
- Life Insurance and Disability Insurance
- New Hire IT Hardware - MacBook, Mouse, Keyboard, Monitor
- A sweet $300 WFH Stipend that you accrue to own
Pay Transparency Salary Range: $160,000 Base + $20,000 Variable: $180,000 OTETorii 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.
