Drive adoption, retention, and expansion within a portfolio of enterprise customers, ensuring long-term partnership and measurable business impact
Develop and manage customer lifecycle strategies, complete with milestones to guide customers toward maximum value realization
Define and execute scalable approaches to engagement, proactively identifying risks and opportunities within accounts
Partner with Sales to support renewals, upsells, and expansion opportunities
Serve as the voice of the customer to the product team—providing feedback that helps shape the roadmap—and communicate product insights back to customers
Build engagement models and methodologies that ensure customers are educated, enabled, and delighted throughout their journey with Tonkean
Contribute to the development of best practices, playbooks, and scalable processes for the broader CS organization
Represent Tonkean with executive presence, guiding senior stakeholders on change management, adoption, and ROI

5+ years in Customer Success or equivalent customer-facing role within enterprise SaaS
Proven ability to develop strategies, translate them into initiatives, and drive measurable outcomes
Deep sense of empathy and curiosity in working with customers to solve complex problems
Strong executive presence with excellent communication and interpersonal skills
Technical aptitude and ability to engage productively with product and engineering teams
Comfort working in fast-paced, high-growth environments with ambiguity and change
Self-motivated, outcome-driven, and passionate about creating an excellent customer experience
Bachelor’s Degree required

Competitive compensation & equity package
Virtual social events, and annual company offsite
401k, Medical, dental, and vision insurance
Tonkean provides each employee with a MacBook Pro and a one-time work from home setup stipend of $1000(USD) upon commencing employment to purchase desk, chair and other work from home tools.

Customer Success Manager

Key skills