[Remote] Customer Success Manager (AI SaaS) at Tomo

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

2–5 years in a Customer Success, Account Management, or similar post-sales role at a SaaS company
Experience managing a portfolio of B2B customers with a focus on retention and growth
Experience working with AI/LLM products, voice platforms, or agentic systems
Ability to thrive in ambiguity and roll up your sleeves to get things done
Comfort with technical products, workflows, and tools (APIs, CRMs, voice systems, etc.)
Strong communication skills — both with customers and internal teams

Responsibilities

Book of Business Ownership: Own the post-onboarding success of a portfolio of dealerships, Build deep relationships with champions and decision-makers, Drive usage, renewals, and expansion (measured by active rooftops), Conduct regular check-ins and business reviews to align on goals
Adoption & Retention: Ensure dealers realize time-to-value quickly, Identify product gaps, blockers, or training needs and work cross-functionally to solve them, Track adoption and health signals; proactively intervene to prevent churn, Standardize and scale success motions across your pod
Cross-Pod Collaboration: Partner with Onboarding Specialists to smoothly transition accounts post-activation, Work with Support Specialists to resolve dealer issues quickly and completely, Escalate product bugs or workflow gaps with context and clarity to Product & Engineering
Playbook Building & Process Design: Contribute to internal playbooks for renewals, QBRs, and health management, Help define what great CS looks like in an AI-native environment, Bring new ideas for scaling the CS function without sacrificing quality
Achieve key success metrics: 90%+ of your accounts are actively using the platform each month, Identifying expansion opportunities to help close 20%-30% of the sales forecast, Create 1–2 repeatable processes or playbooks that other CSMs can adopt, Be seen as a trusted advisor by customers and a trusted operator by internal teams, Own churn prevention efforts and help achieve rooftop churn goal attainment

Skills

Tomo

Token-based social platform for creators

About Tomo

Tomo Inc. operates a platform called Astro that enhances social interactions between creators and their supporters in the Web3 space. Astro provides features like direct messaging, private rooms, and personalized feeds, all secured by blockchain technology. The platform uses tokens to create unique engagement opportunities, allowing supporters to access exclusive content and privileges based on their token holdings. Tomo targets the rapidly growing creator economy, which includes individuals and small businesses generating income through content creation. The company employs a freemium business model, offering basic features for free while charging for advanced features and premium content, often paid for with tokens. Tomo's goal is to reshape how creators and their audiences connect and engage.

None, CaliforniaHeadquarters

2020Year Founded

$3.4MTotal Funding

SEEDCompany Stage

Consumer Software, Crypto & Web3Industries

11-50Employees