Digital Customer Success Manager / Program Owner - Remote

Overview

As a Digital Customer Success Manager at Toma, you will be at the forefront of scaling our customer success efforts through technology and automation. You will be responsible for designing, implementing, and optimizing digital engagement strategies to drive product adoption, customer retention, and overall satisfaction across both large and small automotive dealerships.

In Short

• Own the digital customer journey, ensuring a seamless and valuable experience from onboarding to ongoing engagement.
• Design and implement scalable customer success programs leveraging automation tools.
• Collaborate with marketing to create engaging self-serve resources.
• Utilize AI-driven insights to personalize customer interactions.
• Analyze customer usage patterns to create personalized digital journeys.
• Work closely with pooled CSMs for a consistent customer experience.
• Establish and monitor KPIs to measure program effectiveness.
• Collaborate with various teams to ensure a cohesive customer experience.

Requirements

• 3+ years of experience in SaaS Digital Customer Success.
• Proficiency with Customer Success automation tools and CRM systems.
• Strong data-driven mindset for analyzing usage patterns.
• Proven talent for creating compelling self-serve resources.
• Experience with AI-driven personalization techniques.
• Excellent communication and collaboration skills.
• Experience with both large and small business customers.
• Understanding of the automotive dealership industry is a plus.

Benefits

• Opportunity to shape the future of automotive AI.
• Investment in your growth through mentorship and skill-building.
• Opportunities to lead impactful initiatives.
• Potential for growth into leadership roles as the company scales.