Customer Success Coordinator

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $78K - $100K

Toma (YC2024) is building an AI-driven platform to revolutionize how 18,000 car dealerships operate nationwide. Our team, comprised of ex-Scale AI/Uber founders, a Valorant player, robotics champion, and more, has built an in-house voice AI and agentic workflow orchestration platform, secured 60 customers (already hitting $700k ARR), and raised $17M from investors like a16z, creating the world’s first “ghost dealerships.” As a Customer Success Coordinator, you’ll play a crucial role in ensuring a smooth and successful experience for our automotive dealership customers. You’ll coordinate onboarding, provide initial support, and proactively engage customers to drive product adoption and satisfaction.

Responsibilities

• Onboarding Coordination:
  • Coordinate and guide new customers through the initial setup and training process.
  • Schedule and manage onboarding calls and webinars.
  • Track customer progress and ensure timely completion of onboarding tasks.
  • Identify areas for improvement in the onboarding process and suggest solutions.
• Initial Support:
  • Monitor the support queue and respond to basic customer inquiries.
  • Triage support tickets, categorize issues, and escalate complex problems.
  • Create and maintain basic support documentation, FAQs, and troubleshooting guides.
• Proactive Engagement:
  • Reach out to customers proactively to check on their progress and offer assistance.
  • Identify opportunities to increase product adoption and engagement.
  • Gather customer feedback and relay it to the product and development teams.
• Process Improvement:
  • Identify opportunities to streamline and improve onboarding and support processes.
  • Document processes and procedures clearly.
  • Contribute to the development of best practices for Customer Success.

Requirements

• Experience: 2+ years of experience in Customer Success, customer support, or a related field, in a SaaS environment.
• Skills:
  • Strong problem-solving abilities
  • Attention to detail
  • Proactive approach
  • Excellent communication skills

Company Information

• Company: Toma (YC2024)
• Industry: AI-driven platform for car dealerships
• Current Status: $700k ARR, $17M raised