Customer Success Manager

Tonkean is the world’s first totally customizable process experience platform. With Tonkean, you can create intelligent, personalized automations that integrate with every app or system your organization uses. You can cultivate an employee experience that democratizes access to innovative technologies traditionally only available to highly trained developers. You can enable employees to focus more fully on high-value tasks, because you can enable them to automate low-value tasks. You can create inbox solutions that automatically analyze, prioritize, and route unstructured requests coming from any source, and you can track the status of action items as employees collaborate across teams to complete them. And you can design processes that employees are guaranteed to adopt and benefit from no matter their technical acumen, because Tonkean meets employees where they are—eliminating the need for change management—and is 100% no-code. At Tonkean, we believe that all this—compliance, efficiency, operational excellence—requires high levels of process adoption. But to ensure high levels of process adoption, you need to create processes that provide a great employee experience: that serve employees’ needs, understand their preferences, and solve their problems. To that end, you need a barrier-breaking technology partner. That’s what Tonkean seeks to be. ROLE OVERVIEW We are seeking a seasoned and empathetic Customer Success Manager to join Tonkean and help shape the future of our CS function. In this role, you will work directly with high-revenue enterprise customers across a wide range of industries to ensure adoption, retention, and expansion. You’ll be responsible for building deep relationships with executive stakeholders, guiding them through the customer lifecycle, and ensuring they realize measurable business outcomes from Tonkean. This role is ideal for an experienced Customer Success professional who thrives in high-growth environments, is strategic in approach, and is passionate about customer value. You’ll influence the evolution of Tonkean’s success model, partner cross-functionally with sales and product, and serve as a trusted advisor to our most strategic accounts. WHAT YOU WILL WORK ON Drive adoption, retention, and expansion within a portfolio of enterprise customers, ensuring long-term partnership and measurable business impact Develop and manage customer lifecycle strategies, complete with milestones to guide customers toward maximum value realization Define and execute scalable approaches to engagement, proactively identifying risks and opportunities within accounts Partner with Sales to support renewals, upsells, and expansion opportunities Serve as the voice of the customer to the product team—providing feedback that helps shape the roadmap—and communicate product insights back to customers Build engagement models and methodologies that ensure customers are educated, enabled, and delighted throughout their journey with Tonkean Contribute to the development of best practices, playbooks, and scalable processes for the broader CS organization Represent Tonkean with executive presence, guiding senior stakeholders on change management, adoption, and ROI ABOUT YOU 5+ years in Customer Success or equivalent customer-facing role within enterprise SaaS Proven ability to develop strategies, translate them into initiatives, and drive measurable outcomes Deep sense of empathy and curiosity in working with customers to solve complex problems Strong executive presence with excellent communication and interpersonal skills Technical aptitude and ability to engage productively with product and engineering teams Comfort working in fast-paced, high-growth environments with ambiguity and change Self-motivated, outcome-driven, and passionate about creating an excellent customer experience Bachelor’s Degree required OUR VALUES There Is Always A Way. Nothing is impossible. Every problem has a solution—you just need to find it. Think People First. We invest in and prioritize people. We win as a team, listen with purpose, and value diversity. Start With Why And Fail Fast. Action and progress drive innovation. Every “how” begins with a meaningful “why.” No BS. Stay focused, keep it simple, and always move the needle. PERKS AND BENEFITS Competitive compensation & equity package Virtual social events, and annual company offsite 401k, Medical, dental, and vision insurance Tonkean provides each employee with a MacBook Pro and a one-time work from home setup stipend of $1000(USD) upon commencing employment to purchase desk, chair and other work from home tools. Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply. Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.