Customer Success Manager (AI SaaS)

Customer Success Manager (Ai Saas)

• Location: Remote Ok (U.S.) - East Coast or San Francisco Preferred
• Team: Customer Operations | Reports to Head of Customer Operations

👋 About Toma

Toma is building something radically different: a fully AI-driven voice assistant platform that’s automating how 18,000+ car dealerships operate. We use LLMs, voice synthesis, and agentic workflows to handle inbound calls, book service appointments, and reduce operational overhead — turning traditional dealerships into “ghost stores” with AI running the front line.

Our 20-person team includes ex-Scale AI and Uber builders, robotics champions, and startup operators. We’ve grown to dozens of rooftops entirely by word of mouth, and we’re scaling fast.

🎯 The Role

We’re looking for a Customer Success Manager (CSM) who’s ready to own relationships, drive adoption, and grow revenue across a pod of dealership accounts. For the first 30 days, you’ll learn the ins and outs of customer onboarding. Afterward, you’ll work cross-functionally with onboarding, support, and product — and play a key role in helping us scale our customer journey.

This isn’t a typical “relationship-only” CSM role. You’ll get deep into how our voice AI works, navigate nuanced dealership systems, and act as a partner to some of the most incredible and forward-thinking customers in the industry. You'll also jump in to support onboarding or triage issues when needed — because that’s what small, scrappy teams do.

🔧 What You’Ll Own

💼 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
• 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
• 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
• 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

🤝 Cross-Pod Collaboration

• 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

✅ What You Bring

• 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 — even if it’s not “your job”
• Comfort with technical products, workflows, and tools (APIs, CRMs, voice systems, etc.)
• Strong communication skills — both with customers and internal teams
• Hunger to be part of something early, fast-moving, and meaningful

🧠 Bonus Points For

• Background in automotive or experience with operationally complex customers
• Ability to analyze data and surface usage or performance insights

📊 Success In This Role Looks Like:

• 90%+ of your accounts are actively using the platform each month
• Identifying expansion opportunities to help close 20%-30% of the sales forecast (we have lots of opps in the pipeline!)
• You’ve created 1–2 repeatable processes or playbooks that other CSMs can adopt
• You’re seen as a trusted advisor by customers and a trusted operator by internal teams
• You ultimately own churn prevention efforts and help us achieve rooftop churn goal attainment

📦 Compensation

• Base Salary: $100,000 – $120,000
• Health, dental, and vision

• Educational Stipends

• Wellness Stipends

🚀 Why This Role?

You’ll be part of a tight 4-person ops team and will help shape how we scale. You’ll be exposed to bloated processes — so you can help re-design them. You won’t be handed a playbook — you’ll help write it. And you won’t be just another CSM — you’ll be a critical part of turning voice AI into a new standard for dealership operations.