Role description
Senior Customer Success Manager
Toolio- We are hiring a Senior Customer Success Manager to own customer outcomes after go-live
- This role is accountable for driving product adoption, measurable value, retention readiness, and long-term customer health across a portfolio of retail customers
- As a Senior CSM, you “own the journey” once a customer is live on Toolio
- You will act as a trusted advisor to retail operators and functional leaders, ensuring customers fully adopt Toolio, realize ROI, and continuously mature their planning workflows
- You will partner closely with Account Management (Sales), who owns renewals and commercial negotiations, to support expansion and long-term growth
- This is a senior, highly visible role that blends retail planning expertise, customer success leadership, and operational rigor
- You will report to Toolio’s VP of Customer Success and work closely with Customer Support, Sales, Product, and Engineering
- Own the post–go-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
- 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
- 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 QBRs—CSM presents value and outcomes; AM frames future partnership and growth
- 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
- 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
- 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- 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
- Highly organized, detail-oriented, and capable of managing multiple complex accounts simultaneously
- Excellent written, verbal, and presentation skills—able to communicate clearly with both retail operators and executives
- Proactive, ownership-driven, and persistent in driving outcomes
- 5+ years of experience in Customer Success, Consulting, or a related customer-facing role in a SaaS environment
- Comfortable operating in a high-growth, early-stage environment with evolving processes
- Experience with Vitally or other customer success platforms
- Passionate about helping retailers modernize planning processes through technology
- Experience owning post–go-live customer relationships with accountability for adoption and retention
- Collaborative and curious, with a strong bias toward continuous improvement
- Strong retail planning or merchandising background (e.g., merchandise planning, buying, allocation, inventory management, planning systems)
- Prior exposure to Toolio or similar merchandise planning solutions