Customer Success Manager

Location: USA EST/CST Timezone (Remote)

About Torii

Torii is transforming how enterprises secure, manage, and provision access across their SaaS ecosystem. As a leading SaaS Management Platform (SMP) with strong Identity Governance and Administration (IGA) capabilities, Torii gives security, IT, and procurement teams full visibility and control over their SaaS stack. By unifying discovery, access governance, cost optimization, and compliance into one platform, we empower organizations to reduce risk, streamline operations, and maximize the value of their software investments. With hundreds of forward-thinking customers and consistent growth, we’re on a mission to redefine how businesses govern and scale their SaaS.

We believe Customer Success is at the heart of that transformation. Our CSMs don’t just support customers, they unlock possibilities, elevate partnerships, and set the tone for how SaaS should be done. We are looking for a Commercial/Mid-Market CSM who brings energy, focus, and the drive to inspire both customers and teammates.

What You'll Do:

• Account Ownership: Own mid-market and commercial customer relationships from onboarding through renewal.
• Value & Strategy: Drive product adoption, ROI realization, and long-term account strategy.
• Commercial Execution: Lead renewal and expansion conversations, manage negotiations, and forecast accurately to hit Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Executive Partnership: Build trusted relationships with CISOs, IT leaders, and compliance stakeholders.
• Domain Guidance: Guide customers on access governance, audit readiness, and identity best practices.
• Cross-Functional Collaboration: Partner closely with Sales, Product, and Support teams to advocate for customer needs.

Success Metrics:

• Retention: Secure customer retention by proactively delivering value and supporting GRR goals.
• Growth: Identify expansion opportunities to strengthen relationships and boost NRR.
• Partnership: Build long-term partnerships by driving renewals and multi-year commitments.
• Advocacy: Promote customer advocacy through references, testimonials, and case studies.

Who You Are:

Customer Leadership & Growth

• Exceptional communicator—equally confident leading executive conversations and empowering end users.
• Commercial acumen: Proven ability to drive timely renewals, facilitate expansion conversations, and navigate commercial negotiations.
• Team player who leads by example and raises the bar for those around them.

IGA, Security, & Compliance Alignment

• Confidently engages with CISOs, IT leaders, and compliance teams to build trust and credibility.
• Able to translate complex access and identity concepts into business and risk language for non-technical stakeholders.
• Experience supporting customers who operate under frameworks such as SOC 2, ISO 27001, SOX, GDPR, or HIPAA.
• Advisor to customers on best practices around privileges, role changes, and deprovisioning.

Technical & Analytical Strengths

• Technical Curiosity: Deep comfort with IT ecosystems, including SaaS integrations, APIs, SSO, HRIS, and Identity Providers (IDPs) like Okta, Azure AD, and Google Workspace.
• Data-Driven: Skilled at translating raw data into clear cost and time savings for customers.
• Tool Proficiency: Familiarity with modern CS and CRM tools (e.g., HubSpot, Notion, Intercom, Featurebase, and Zendesk)

Mindset & Experience

• 3+ years of experience as a B2B SaaS Customer Success Manager (ideally in security, IT, or compliance-sensitive environments).
• Strong startup mindset: proactive problem-solver who takes high ownership and gets things done with minimal direction.
• Growth mindset with the ability to inspire customers and colleagues alike.

Nice to Haves:

• Previous experience in the IGA (Identity Governance Administration), IAM, or SMP industries.
• Direct exposure to corporate audits, compliance reviews, or access remediation efforts.

How we think about AI

We believe AI is a powerful tool to boost efficiency and free up time for the most important work—building relationships, solving complex challenges, and driving impact. You’ll be encouraged to adopt AI thoughtfully to streamline workflows and enhance team processes, but never to lower standards or generate low-quality “workslop.”

How we think about Security

Enterprise customers trust us with their data, and security is non-negotiable. You should be comfortable partnering directly with CISOs, IT leaders, and compliance teams, earning their trust from the first conversation. Familiarity with security frameworks, compliance standards, and regulations across multiple industries will help you anticipate concerns, address risks, and position Torii as a reliable, enterprise-grade partner.

This is more than a CSM role; it’s a chance to help shape our culture while delivering career-defining impact for both customers and your team.