Senior Customer Success Manager

About this role

• We are hiring a Senior Customer Success Manager to own customer outcomes after go-live
• This role is accountable for driving product adoption, measurable value, retention readiness, and long-term customer health across a portfolio of retail customers
• As a Senior CSM, you “own the journey” once a customer is live on Toolio
• You will act as a trusted advisor to retail operators and functional leaders, ensuring customers fully adopt Toolio, realize ROI, and continuously mature their planning workflows
• You will partner closely with Account Management (Sales), who owns renewals and commercial negotiations, to support expansion and long-term growth
• This is a senior, highly visible role that blends retail planning expertise, customer success leadership, and operational rigor
• You will report to Toolio’s VP of Customer Success and work closely with Customer Support, Sales, Product, and Engineering
• Own the post–go-live customer lifecycle, including adoption, success planning, optimization, retention readiness, and ongoing value realization
• Serve as the primary owner of customer health, outcomes, and satisfaction
• Maintain clear success plans tied to customer goals, KPIs, and business outcomes
• Monitor usage health, adoption trends, and engagement signals across accounts
• Proactively identify risks (e.g., declining usage, stalled workflows, organizational changes) and drive mitigation plans
• Coach customers on best practices across Toolio workflows, translating retail planning concepts into effective product usage, working in partnership with our Value Development team
• Document and communicate ROI, impact metrics, and customer wins internally and externally
• Own day-to-day relationships with customer operators and functional leaders
• Lead regular operator check-ins with clear agendas, action items, and documented outcomes
• Lead Monthly / Quarterly Business Reviews (MBR / QBRs) focused on adoption, KPIs, ROI, and future success plans
• Partner with Acco...