Senior Customer Success Manager

| San Francisco, CA
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Tonkean is the OS for business operations, transforming operations teams from facilitators into makers with an enterprise-grade, no-code process orchestration platform. By abstracting the technical knowledge required to automate, monitor, and manage mission-critical business processes, Tonkean enables enterprises to drive operational efficiency while reducing technical debt.

Tonkean builds a bridge between business and IT, allowing IT to partner with business teams to drive agility while ensuring compliance & security. Using Tonkean, IT can create custom, reusable action blocks called "enterprise components" that enable key capabilities like updating data in existing systems, interacting with people, or deploying NLP & OCR technology. These components can then be shared securely with business operations teams, in a no-code studio, to orchestrate business processes across functions and systems by adding business logic. Business operations teams can become more self-sufficient, and IT teams can scale with confidence.

Enterprises like Lyft, EVERSANA, Instacart, Grubhub, Crypto.com, and more rely on Tonkean to optimize and align their operations across functions—including sales, marketing, customer support, legal, finance, and more. With Tonkean, enterprises can expand the pie of who can deliver software, making a world of makers.

ROLE OVERVIEW
The Senior Customer Success Manager will be a seasoned and empathetic Customer Success Manager who is ready to drive CS strategy, grow a world-class team and deliver on ambitious goals. This is a new role at Tonkean and we’re ready to move full steam ahead. Our CSM team will focus on expansion, retention and adoption for high revenue customers. They will be responsible for driving process, engagement and enablement, scaling our success model globally, engaging customers to drive positive business outcomes, all while growing a high functioning team. They will be working with Enterprise customers in a wide range of industries. This is a great opportunity to build a world-class CS organization in a hyper-growth startup.

This is a player/coach role that includes team management and hands-on execution.

If this opportunity excites you, we’d love to talk. 

WHAT YOU WILL WORK ON

  • Lead our CSM team in driving user adoption, technical success and long term partnership with our customers
  • Develop a customer lifecycle journey complete with multiple milestones
  • Define and execute on a scalable strategy for driving adoption and growth across the customer base. This includes defining, inspecting and reporting on an operating cadence that enables proactive action
  • Partner with our sales team in identifying risk and opportunities within accounts
  • Apply a results oriented approach to develop and improve upon team goals, KPIs, and execute the plan to achieve and exceed them
  • Partner closely with our product team to share the voice of the customer, give feedback on the product roadmap and share back what you’ve learned from product with our customers
  • Develop engagement models, methodologies, and offerings that ensure the adoption of the product
  • Develop thoughtful and strategic offerings which engage customers at key points in the Customer lifecycle to drive product adoption, value realization, and delight customers
  • Attract, recruit, inspire and retain the best talent, and grow a team of high performing CSMs 

ABOUT YOU

  • 5+ years in Customer Success
  • Deep sense of empathy and curiosity when it comes to working with our customers
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Technical expertise and ability to acquire knowledge and constructively engage with product leadership to help shape the product roadmap
  • Comfort in navigating a fast-growing, high-standards business with ambiguity and flexibility
  • Executive presence and communication skills
  • Self-motivated, driven and passionate about an excellent customer experience
  • Bachelor's Degree required

OUR VALUES

  • There Is Always A Way. At Tonkean, we believe that nothing is impossible. There is a solution to every problem - you just need to find it.
  • Think People First.  We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity. We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
  • Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery. We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
  • No BS. To matter, you must - stay focused, keep it simple and always move the needle. We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important. 

PERKS AND BENEFITS

  • Work with a talented yet humble team
  • Competitive compensation & equity package
  • Virtual social events, and annual company retreats
  • 401k, Medical, dental, and vision insurance 
  • Tonkean provides each employee with a new laptop, monitor, headset, keyboard and mouse 
  • Remote employees receive a one-time work from home setup stipend of $500(USD) upon commencing employment to purchase desk, chair and other work from home tools.
  • A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Accel, Lightspeed Venture Partners and Foundation Capital

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • AsanaManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Tonkean

How does your team reward individual success?

Through praise, compensation, and promotions. This is a company that sees hard work and rewards it with the things that matter. Some startups lean too heavily on perks that are nice, but do not actually increase your livelihood and well being. Tonkean focuses on keeping your career growing, which is extremely important.

Briana

Sr. Community and Events Manager

What's the biggest problem your team is solving?

It’s very rewarding to deliver a “bridge” mindset to our customers. When we first engage with a company, we often find siloed processes; every team has its own set of apps, goals, and work philosophy. Allowing those teams to consider the downstream and upstream impacts of their work is challenging but allows the “why” of their work to come out.

Benny

Solutions Architect

What is your vision for the company?

At Tonkean, we want to make a world of Makers. We want to give every person with the ambition to be technically creative the ability to be technically creative. We want to create a new standard of enterprise operations centered around increasing efficiency by empowering people. We believe this will manifest a more efficient & more enjoyable future.

Sagi

Co-founder and CEO

How would you describe the company’s work-life balance?

With unlimited PTO, we've created a culture around balancing the intricacies of working for a startup and taking off time when necessary. The team is very conscious about mental health in the midst of this new normal that we live in. I've had my direct manager as well as VP mention that taking time off to avoid burning out is a top priority.

Alex

Sales Development Representative

What are Tonkean Perks + Benefits

Tonkean Benefits Overview

Competitive compensation & equity package
Virtual social events, and annual company retreats
401k, Medical, dental, and vision insurance
Tonkean provides each employee with a new laptop
Remote employees receive a one-time work from home setup stipend (reimbursable) of $500(USD) upon commencing employment to purchase desk, chair and other work from home tools.

Culture
Partners with Nonprofits
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Happy Hours
Home Office Stipend for Remote Employees
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