Customer Success Manager

Location: Remote (US-based)

About Tobi:

Tobi is a rapidly growing NEMT software platform streamlining operations and improving business and client outcomes. We are dedicated to delivering exceptional customer experiences by combining innovative technology with a customer-first approach. You can play a crucial role in helping our clients achieve long-term success, from onboarding to ongoing support.

Role Overview:

As the Customer Success Manager, you’ll guide clients through the onboarding journey, helping them feel confident and empowered using our platform. You’ll be clients’ primary point of contact, answering their questions, solving their challenges, and fostering strong, lasting relationships. This role combines hands-on client training, proactive communication, and technical troubleshooting in a collaborative, fast-paced SaaS environment.

Key Responsibilities:

Client Onboarding & Training

• Lead clients through a seamless onboarding process, ensuring their setup is optimized for success.
• Deliver engaging training sessions that help clients understand Tobi’s features and operational workflows.
• Provide ongoing support and follow-up training to build client confidence and maximize adoption.

Customer Support & Communication

• Quickly respond to client inquiries via email, support tickets, and other communication channels.
• Conduct regular client check-ins to address concerns, gather feedback, and strengthen relationships.
• Serve as the client’s advocate internally, collaborating with relevant teams to resolve issues quickly.

Account Management

• Proactively manage relationships with high-priority accounts to ensure satisfaction and long-term retention.
• Document client interactions, key feedback, and action items for tracking and follow-up.

Technical Support & Troubleshooting

• Manage and resolve support tickets using systems like Freshdesk and Jira, ensuring accurate tracking and resolution.
• Troubleshoot and resolve software-related challenges, clearly communicating solutions to clients.

Collaboration & Knowledge Sharing

• Partner with internal teams, including Support and Engineering, to address complex client needs.
• Contribute to process improvements and maintain knowledge base documentation to increase efficiency and client satisfaction.

Qualifications:

Experience:

• 3+ years in customer success, onboarding, or client support, preferably in a SaaS environment.
• Hands-on experience with support tools like Freshdesk, Jira, or similar platforms.

Skills:

• Strong interpersonal and communication skills with a knack for relationship building.
• Ability to explain technical concepts in a clear, easy-to-understand way.
• Organized, proactive, and capable of prioritizing in a dynamic environment.
• Troubleshooting skills and familiarity with software issue resolution.

Why Join Tobi?

Tobi gives you the chance to work for a fast-growing, customer-centric SaaS company that helps improve the lives of others. You’ll collaborate with a passionate, supportive team that values innovation and client success. You will also enjoy the flexibility of a remote work environment and opportunities for professional growth.

How to Apply:

We’d love to hear from you if you’re passionate about helping clients succeed and thrive in fast-paced, collaborative environments! Submit your resume and a brief cover letter explaining why you’d be an excellent fit for the role to zach.wiant@taazaa.com.