Customer Success Manager

Torii is a leading SaaS Management Platform recognized for its innovative solutions in managing enterprise SaaS ecosystems. The Customer Success Manager will own customer relationships, drive product adoption, and ensure long-term account strategy to enhance customer satisfaction and retention.

Responsibilities:

• Own mid-market and commercial customer relationships from onboarding through renewal
• Drive product adoption, ROI realization, and long-term account strategy
• Lead renewal and expansion conversations, manage negotiations, and forecast accurately to hit Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets
• Build trusted relationships with CISOs, IT leaders, and compliance stakeholders
• Guide customers on access governance, audit readiness, and identity best practices
• Partner closely with Sales, Product, and Support teams to advocate for customer needs
• Secure customer retention by proactively delivering value and supporting GRR goals
• Identify expansion opportunities to strengthen relationships and boost NRR
• Build long-term partnerships by driving renewals and multi-year commitments
• Promote customer advocacy through references, testimonials, and case studies

Requirements:

• Exceptional communicator — equally confident leading executive conversations and empowering end users
• Commercial acumen: Proven ability to drive timely renewals, facilitate expansion conversations, and navigate commercial negotiations
• Team player who leads by example and raises the bar for those around them
• Confidently engages with CISOs, IT leaders, and compliance teams to build trust and credibility
• Able to translate complex access and identity concepts into business and risk language for non-technical stakeholders
• Experience supporting customers who operate under frameworks such as SOC 2, ISO 27001, SOX, GDPR, or HIPAA
• Advisor to customers on best practices around privileges, role changes, and deprovisioning
• Deep comfort with IT ecosystems, including SaaS integrations, APIs, SSO, HRIS, and Identity Providers (IDPs) like Okta, Azure AD, and Google Workspace
• Skilled at translating raw data into clear cost and time savings for customers
• Familiarity with modern CS and CRM tools (e.g., HubSpot, Notion, Intercom, Featurebase, and Zendesk)
• 3+ years of experience as a B2B SaaS Customer Success Manager (ideally in security, IT, or compliance-sensitive environments)
• Strong startup mindset: proactive problem-solver who takes high ownership and gets things done with minimal direction
• Growth mindset with the ability to inspire customers and colleagues alike
• Previous experience in the IGA (Identity Governance Administration), IAM, or SMP industries
• Direct exposure to corporate audits, compliance reviews, or access remediation efforts