Digital Customer Success Manager / Program Owner

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $92K - $120K

Toma (YC2024) is building an AI-driven platform to revolutionize how 18,000 car dealerships operate. Our team, comprised of individuals with diverse backgrounds (including ex-Scale AI/Uber founders, Valorant player, robotics champion, etc.), has focused on understanding the dealership industry and developed an in-house voice AI and agentic workflow orchestration platform. We've secured 60 customers through word-of-mouth, generating $700k ARR and raised $17M from investors like a16z, aiming to create the world’s first “ghost dealerships.”

As a Digital Customer Success Manager, you'll be instrumental in scaling our customer success efforts through technology and automation. You’ll design, implement, and optimize digital engagement strategies to drive product adoption, customer retention, and satisfaction across dealerships. You'll act as a "virtual CSM" at scale, leveraging automation and data to drive customer outcomes with minimal human intervention.

Key Responsibilities

• Customer Journey Ownership: Own the digital customer journey, ensuring a seamless and valuable experience from onboarding to ongoing engagement.
• Develop and Execute Digital CS Programs: Design and implement scalable one-to-many customer success programs leveraging automation tools (e.g., HubSpot, Intercom, Gainsight PX).
• Content Creation: Work alongside marketing to create engaging and effective self-serve resources, including on-demand training materials, FAQs, webinars, and knowledge base articles, to guide customers through the product and maximize value.
• AI and Automation Implementation: Utilize AI-driven insights (e.g., health scores, personalized recommendations) to personalize touchpoints and efficiently scale interactions.
• Data Analysis and Segmentation: Analyze customer usage patterns and segment customers to create personalized digital journeys.
• Collaboration with Pooled CSMs: Collaborate closely with pooled CSMs to ensure a consistent and high-quality customer experience. The Digital CSM will focus on building scalable digital programs, while the pooled CSMs will handle more personalized interactions and address specific customer needs.
• Performance Monitoring & KPI Establishment: Establish, benchmark, and monitor key performance indicators (KPIs) to measure the effectiveness of digital CS programs and identify areas for improvement.
• Collaboration: Work closely with Enterprise CSMs, Head of Customer Operations, and other teams (e.g., Sales, Product, Marketing) to ensure a cohesive and high-impact customer experience.

Skills & Qualifications

• 3+ years of experience in SaaS Digital Customer Success.
• Proficiency with automation tools (e.g., HubSpot, Intercom, Gainsight PX).

Requirements

• No specific requirements listed in the provided text.

Company Information

• Company: Toma (YC2024)
• Industry: AI-driven platform for car dealerships
• Funding: $17M (a16z)
• ARR: $700k