Customer Success Manager (CSM I)

Tosi is a global pioneer in Cyber Physical Systems platforms for OT networks, seeking a Customer Success Manager I to support customer relationships and drive product adoption. The role involves onboarding clients, addressing inquiries, and identifying growth opportunities while ensuring high customer satisfaction.

Responsibilities:

• Contacting business clients proactively to build relationships and walk them through the process of using the company’s products or services
• Maximizing value for customers by ensuring they have the tools and resources they need
• Creating resources for customers that help them fully understand and utilize the products and services
• Upselling and cross-selling by recommending additional products or services
• Gathering data on improving products and services to share with upper management
• Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals
• Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services
• Establish the vision for customer service and focus on providing the sales organizations with the tools, content, and training needed to sell more effectively
• Gather feedback from the sales team on product needs and work with engineering to help drive future development and/or integrations
• Work with direct sales team to help with lead development projects
• Help manage all reporting and track all sales activity within CRM tool

Requirements:

• Bachelors degree in Business, Marketing, Communications or a related field
• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles
• Experience in managing customer success programs, customer retention, and upselling strategies
• Ability to analyze customer data and usage trends to identify areas of improvement
• Understanding product management and its impact on customer experience
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously
• Familiarity with CRM tools, customer success platforms, and analytics software
• Solid negotiation skills to handle complex customer accounts
• High level of integrity and dependability, with a strong bias towards action. Can efficiently drive projects to conclusion through proactive planning, high attention to detail, and ability to hold stakeholders accountable
• Strong strategic, conceptual, and analytical thinking, and decision-making skills