Customer Success Manager

Customer Success Manager (Junior Enterprise)

Location: USA EST/CST Timezone (Remote)

About Torii

Torii is transforming how enterprises secure, manage, and provision access across their SaaS ecosystem. As a leading SaaS Management Platform (SMP) with strong Identity Governance and Administration (IGA) capabilities, Torii gives security, IT, and procurement teams full visibility and control over their SaaS stack. By unifying discovery, access governance, cost optimization, and compliance into one platform, we empower organizations to reduce risk, streamline operations, and maximize the value of their software investments. With hundreds of forward-thinking customers and consistent growth, we’re on a mission to redefine how businesses govern and scale their SaaS.

We believe Customer Success is at the heart of that transformation. Our CSMs don’t just support customers—they unlock possibilities, elevate partnerships, and set the tone for how SaaS should be done. We are looking for an Enterprise CSM who brings energy, focus, and the drive to inspire both customers and teammates.

What You'll Do:

• Own enterprise customer relationships from onboarding through renewal
• Drive adoption, value realization, and account strategy
• Lead renewal and expansion conversations and forecast accurately
• Build trusted relationships with CISOs, IT leaders, and compliance stakeholders
• Guide customers on access governance, audit readiness, and best practices
• Partner cross-functionally with Sales, Product, and other teams

Who You Are:

Customer Leadership & Growth

• Exceptional communicator—equally confident leading executive conversations and empowering end users.
• Understands and owns core metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and how they contribute to the company’s overall success.
• Proven ability to drive timely renewals, facilitate expansion conversations, negotiate effectively, and forecast accurately.
• Team player who leads by example and raises the bar for those around them.

IGA, Security, & Compliance Enablement

• Experience supporting customers preparing for and navigating audits by improving access visibility, documentation, and controls.
• Able to translate access and identity concepts into business and risk language for non-technical stakeholders.
• Advisor to customers on best practices around privileges, role changes, and deprovisioning.
• Confidently engage with CISOs, IT leaders, and compliance teams to build trust and credibility.
• Supported customers operating under frameworks such as SOC 2, ISO 27001, SOX, GDPR, or HIPAA.

Technical & Analytical Strengths

• Strong technical curiosity: experience with SaaS integrations, APIs, SSO, IDPs (Okta, Azure AD, Google Workspace), HRIS, and IT ecosystems.
• Previous experience in the IGA (Identity Governance Administration) industry.
• Skilled at translating raw data into clear cost and time savings for customers.
• Analytical and data-driven—able to evaluate processes and recommend improvements.
• Familiarity with Salesforce, ChurnZero, Loom, Notion, Intercom, or similar tools.
  
  

Mindset & Approach

• At least 4+ years of B2B experience, with 1–2+ years supporting enterprise-level customers.
• Strong start-up mindset and ability to take ownership and get things done. 
• Demonstrated comfort working in security, IT, or compliance-sensitive environments.
• Proactive problem-solver who takes initiative, not just direction.
• Growth mindset with the ability to inspire customers and colleagues alike.
• Nice to haves:
  • Experience with IGA, IAM, SMP, or security-adjacent platforms.
  • Direct exposure to audits, compliance reviews, or access remediation efforts.

How we think about AI
We believe AI is a powerful tool to boost efficiency and free up time for the most important work—building relationships, solving complex challenges, and driving impact. You’ll be encouraged to adopt AI thoughtfully to streamline workflows and enhance team processes, but never to lower standards or generate low-quality “workslop.”

How we think about Security
Enterprise customers trust us with their data and security is non-negotiable. You should be comfortable partnering directly with CISOs, IT leaders, and compliance teams, earning their trust from the first conversation. Familiarity with security frameworks, compliance standards, and regulations across multiple industries will help you anticipate concerns, address risks, and position Torii as a reliable, enterprise-grade partner.

This is more than a CSM role, it’s a chance to help shape our culture while delivering career-defining impact for both customers and your team.