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