Customer Success Manager

About Torii Torii is a fast-growing, VC-funded startup in one of the hottest emerging categories: SaaS Management. We help customers like Sisense, AppsFlyer, HiBob, iFood, and Payoneer discover and act on every single cloud application in their portfolio. Torii is backed by leading venture capital firms including Wing Venture Capital, Global Founders Capital, Uncork Capital, Entree Capital and LocalGlobe. Torii, has recently been recognized by Gartner as a Leader in SaaS Management Platforms, as well as, being named a G2 Leader in both SaaS Spend and SaaS Operations Management among SMPs! Location: USA (Remote) 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 an Enterprise CSM who brings energy, focus, and the drive to inspire both customers and teammates. In this role, you will: Serve as a trusted advisor for enterprise customers, guiding them from onboarding through renewal. Shape SaaS strategy and drive measurable value for stakeholders. Build lasting partnerships rooted in trust, empathy, and operational excellence. Who you are: Customer Leadership & Growth Exceptional communicator—equally confident leading executive conversations and empowering end users. Understands and owns core metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and how they contribute to the company’s overall success. Proven ability to drive timely renewals, facilitate expansion conversations, negotiate effectively, and forecast accurately. Team player who leads by example and raises the bar for those around them. Technical & Analytical Strengths Strong technical curiosity: experience with SaaS integrations, APIs, SSO, IDPs (Okta, Azure AD, Google Workspace), HRIS, and IT ecosystems. Skilled at translating raw data into clear cost and time savings for customers. Analytical and data-driven—able to evaluate processes and recommend improvements. Familiarity with Salesforce, ChurnZero, Loom, Notion, Intercom, or similar tools. Mindset & Approach At least 3+ years of B2B experience, with 1–2 years supporting enterprise-level customers. Strong interest or background in security, compliance, or governance. Proactive problem-solver who takes initiative, not just direction. Growth mindset with the ability to inspire customers and colleagues alike. 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. The salary range displayed is an OTE consisting of base and variable pay. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. Remote EST OTE Pay Range $90,000 — $100,000 USD Torii is proud to be an Equal Employment Opportunity Employer. Torii does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.