Location: Dallas, Austin, or Texas

Reports to: Director of Customer Success

We are seeking a new enthusiastic, results-oriented, and value-driven sales professional to support the sales organization through direct and indirect revenue, while ensuring the highest level of service for our new and existing customers. The Customer Success Manager is a collaborator who plays a vital role in driving a significant share of revenue for Tosibox.

We provide our Salespeople with an environment in which they can make valuable contributions from day one while also building opportunities for learning and growth. The work you'll do will directly impact our customers' experiences. In addition to your team in the US, you will be supported by Tosi colleagues across the globe.

About Tosi

Tosi (formerly Tosibox) is the global pioneer in Cyber Physical Systems platforms for OT networks. Since 2011, the company has deployed its unified platform to connect, protect and control hundreds of thousands of industrial devices. With headquarters in Irving, Texas and Oulu, Finland, Tosi serves 800+ enterprise customers globally through 200+ partners. The company's integrated platform enables rapid deployment, comprehensive visibility, and unified control that simplifies compliance while delivering measurable improvements.

Job Summary:

The Customer Success Manager will drive customer retention, adoption, renewal, and expansion within an assigned customer portfolio. This role works directly with customers to ensure they achieve value from Tosi solutions while identifying opportunities to grow the relationship over time. This is an excellent opportunity for someone with a background in sales, account management, business development, or customer-facing SaaS roles who is interested in building a career in Customer Success while maintaining a strong revenue focus.

Success in this role is measured through customer retention, renewal rates, expansion revenue, customer engagement, and overall account health. Customer Success Manager duties and responsibilities include:

· Contacting business clients proactively to build relationships and walk them through the process of using the company’s products or services.

· Maximizing value for customers by ensuring they have the tools and resources they need.

· Creating resources for customers that help them fully understand and utilize the products and services.

· Monitoring contract renewal dates and persuading clients to renew those contracts.

· Upselling and cross-selling by recommending additional products or services.

· Gathering data on improving products and services to share with upper management

• Lead customer onboarding and adoption activities to help customers achieve value quickly.

• Build strong relationships with customer stakeholders through regular account reviews and business discussions.

• Monitor customer health and proactively address risks to retention.

• Identify expansion opportunities including additional users, devices, services, and software solutions.

• Partner with sales, support, product, and operations teams to advocate for customer needs.

• Maintain accurate account activity, renewal forecasts, and opportunity tracking within HubSpot and other internal systems.

• Collect customer feedback and share insights with product and leadership teams.

This position requires a successful track record of exceeding expectations and a high degree of motivation and entrepreneurship. Reporting to the Director of Customer Success, this role has a high impact, revenue focused, that plays an integral role in the overall success of the company.

This role requires frequent interaction with cross-functional leaders and subject matter experts including: Marketing, Finance, Sales Engineering, Direct Sales/Channel Sales, and Operations.

What You'll Do:

• Establish the vision for customer service and focus on providing the sales organizations with the tools, content, and training needed to sell more effectively.

• Lead the overall sales enablement program, inclusive of all products, enhancements, and solutions for direct sales.

• Identify and implement relevant sales enablement tools.

• Gather feedback from the sales team on product needs and work with engineering to help drive future development and/or integrations.

• Work with direct sales team to help with lead development projects.

• Help coordinate with marketing and sales on lead gen webinars.

• Help manage all reporting and track all sales activity within CRM tool.

• Manage a comprehensive sales training program, process flow, and including onboarding sales personnel, providing product/solution awareness, and improving sales effectiveness across regions for the sales teams.

• Evaluate assets, collateral, and resources currently available today, and highlight gaps and implement improvements.

• Support sales leaders in executing effective management disciplines and establishing a sales coaching and sales excellence program.

What You'll Bring

• 3+ years of experience in related software industry, with at least 2 years of SaaS and/or subscription software experience.

• High level of integrity and dependability, with a strong bias towards action. Can efficiently drive projects to conclusion through proactive planning, high attention to detail, and ability to hold stakeholders accountable.

• Deep understanding of value drivers in recurring revenue business models.

• Extensive knowledge of sales enablement technologies, processes, and best practices.

• Extensive knowledge of sales training best practices (analysis, instructional design, delivery, implementation, and evaluation).

• Extensive knowledge of modern sales methodologies, sales process, and buyer’s journey.

• Extensive knowledge of sales management best practices, including pipeline management and developmental sales coaching.

• Expert ability to manage projects from concept to completion.

• Expert ability to plan and facilitate meetings.

• Strong strategic, conceptual, and analytical thinking, and decision-making skills.

• Adaptable and flexible, including the ability to manage deadline pressure, ambiguity, and change.

• Strong negotiating skills within a context of political sensitivity and conflicting interests.

• Advanced training, presentation, and written communication skills.

• Expert ability to consult or provide guidance on complex matters to non-specialists; ability to communicate effectively with senior management.

• Expert ability to collaborate and generate a spirit of cooperation while coordinating diverse activities and groups within a team environment.

• Ability to travel occasionally (10%).

What We Offer:

·· Fun, casual, fast-paced work environment filled with talented colleagues.

· Flexible and unlimited paid time off.

· Competitive salary.

· Performance bonus and/or commission eligible

· Full range of benefits, including 401(k), medical, dental and vision coverage.

· A full-time and permanent remote position.

If you're ready to make your mark in cybersecurity and contribute to our success, we'd love to hear from you as soon as possible! Please submit your resume and application with salary request by Friday, August 14th at latest. Please note that we are contacting candidates already during the application period.