Senior Customer Success Manager

Join Toolio as a Senior Customer Success Manager, where you will own customer outcomes after go-live. You will drive product adoption, measurable value, retention readiness, and long-term customer health across a portfolio of retail customers. This highly visible role requires retail planning expertise, customer success leadership, and operational rigor. You will report to the VP of Customer Success and work closely with various teams, including Customer Support, Sales, Product, and Engineering.

• Assumer la responsabilité de l'ensemble du cycle de vie du client après la mise en service, y compris l'adoption, la planification du succès, l'optimisation, la préparation à la rétention et la réalisation continue de la valeur.
• Servir de principal responsable de la santé, des résultats et de la satisfaction du client, en maintenant des plans de succès clairs liés aux objectifs, aux indicateurs de performance clés et aux résultats commerciaux.
• Collaborer étroitement avec les équipes de gestion des comptes pour soutenir l'expansion et la croissance à long terme, en partageant des informations sur la santé des clients, les tendances d'utilisation et les signaux de risque.
• 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