Technical Customer Success Manager

Tofu

Tofu

IT, Customer Service, Sales & Business Development
San Mateo, CA, USA
Posted on Saturday, November 11, 2023
About the job

About Tofu

Tofu is an early stage generative AI startup located in the SF Bay Area (San Mateo is our HQ) building a unified platform for creating hyper-personalized, omnichannel campaigns at scale that converts leads for B2B marketing teams. We sell to mid-market and enterprise Marketing leaders and work closely with their demand generation, product marketing, and content teams. Our founders come from companies like Meta, Google, Twitter and Slack and have deep expertise both in the technical domain (AI/ML/NLP) and the business domain (B2B marketing), so we deeply understand the pain-points of our customers and understand how to apply technology to build a scalable product users love. We are backed by some of the top VCs in the Bay Area and are well capitalized. 

About the Role

Tofu is looking for its first Technical Customer Success hire. As Account Manager #1, you’ll play a critical role in defining many of our GTM decisions including playing a large part in the overall onboarding process, helping diagnose and resolve technical issues, pilot to annual contract conversion, customer adoption and satisfaction, and translating customer feedback and bugs to the product and engineering teams. We are looking for a doer who loves working closely with customers to understand their requirements and goals, helping troubleshoot when things go wrong, and ensuring that they are successful and see positive ROI from Tofu’s product.

This role will offer high levels of ownership & autonomy, ability to work cross functionally with an extremely high-performing team, leadership skill development, and the opportunity to work within the generative AI software space. Our team is a group of kind, talented (yet very humble) people who move extremely fast, work very hard, and maintain a high level of intensity, but also understand that there is more to life than just work. Our team is all based in the Bay Area and work together in our office 3 days a week (we can move so much faster and build stronger team culture when we co-locate) so we are ideally looking for someone who is based in the Bay Area. 

Responsibilities

  • Own and run all customer onboarding processes
  • Build relationships with current customers and promote usage and product adoption
  • Diagnose and troubleshoot technical issues and bugs that arise
  • Perform bi-weekly check-ins with all customers to solicit feedback, answer questions, and support product usage
  • Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
  • Help define and manage our pilot to annual contract conversion process
  • Aggregate customer feature requests and product feedback and translate into prioritized product requirements
  • Partner with Sales to narrow and refine ICP and help inform the overall sales process
  • Drive customer expansion, upsell, and retention

Qualifications

  • 3+ years of enterprise CS experience
  • Bonus points if you’ve worked in Marketing/Sales tech previously
  • Previous startup experience helpful but not required
  • Ideally based in SF Bay Area
  • Technical background with the ability to manipulate HTML, understand technical concepts and bugs, and communicate effectively with the engineering team to resolve issues
  • Proven track record of driving customer adoption and success within enterprise SaaS
  • Strong understanding of Customer Success best practices, methodologies, and tools
  • Exceptional communication, negotiation, and presentation skills
  • Data-driven mindset with attention to detail and documentation
  • Deep level of customer empathy and patience
  • Comfortable with technical concepts and working with product/engineering teams  
  • Self-starter who is comfortable with autonomy but knows when to lean on other people
  • Good at managing many projects and tasks concurrently and context switching
  • Excited about bleeding edge technology and keeping up to speed on a rapidly changing space

Benefits

  • Competitive salary and equity compensation 
  • Comprehensive health, dental, and vision insurance plans
  • 401k plan
  • Generous PTO and hybrid work arrangements
  • Extreme opportunities for professional ownership and growth 
  • Highly collaborative and high-performing work environment