Customer Success Manager (CSM I)

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 I is a collaborator who plays a vital role in driving a significant share of revenue for Tosi. This is an entry-level Customer Success Manager position designed for professionals with 2+ years of customer success, account management, or SaaS experience.

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 on our customer's 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:

A Customer Success Manager (CSM 1) is responsible for supporting customer relationships, ensuring satisfaction, and driving product adoption. They assist senior team members in onboarding clients, addressing inquiries, and identifying opportunities for growth. Their role involves proactive communication, problem-solving, and coordinating with internal teams to enhance customer experience.

The CSM 1 will help grow our existing customer base by “upselling” our current sales options, managing and growing relationships with key customers, acting as their primary point of contact and engaging proactively with customers to understand their goals and challenges and offer solutions that align with their needs.

Other 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.

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

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

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 is 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:

• Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.

• Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.

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

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

What You'll Bring

• Bachelors degree in Business, Marketing, Communications or a related field.

• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.

• Experience in managing customer success programs, customer retention, and upselling strategies.

• Ability to analyze customer data and usage trends to identify areas of improvement.

• Understanding product management and its impact on customer experience.

• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.

• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.

• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.

• Familiarity with CRM tools, customer success platforms, and analytics software.

• Solid negotiation skills to handle complex customer accounts.

• 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.

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

What We Offer:

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

· Flexible unlimited paid time off.

· Competitive compensation package.

· Performance bonus and/or commission eligible.

· Full range of comprehensive 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.