At Toma (YC2024), we’re building something unorthodox—a fully AI-driven platform reshaping how 18,000 car dealerships operate nationwide.
Our small team (from ex-Scale AI/Uber founders who’ve never owned cars, to a pro Valorant player, robotics champion, motocross racer, and more) spent months living and breathing dealerships to learn the ropes.
We’ve built an in-house voice AI and agentic workflow orchestration platform, landed dozens of customers purely through word-of-mouth, and raised funding from top investors on our way to create the world’s first “ghost dealerships.”
Role Overview: As a Customer Success Coordinator at Toma, you will play a vital role in ensuring a smooth and successful experience for our automotive dealership customers. You will be responsible for coordinating onboarding activities, providing initial support, and proactively engaging with customers to drive product adoption and satisfaction. This is a dynamic role that requires excellent communication skills, problem-solving abilities, and a passion for helping customers succeed.
Key Responsibilities:
- Onboarding Coordination:
- Coordinate and guide new customers through the initial setup and training process, utilizing existing resources and documentation.
- Schedule and manage onboarding calls and webinars.
- Track customer progress and ensure timely completion of onboarding tasks.
- Identify areas for improvement in the onboarding process and suggest solutions to enhance efficiency and customer satisfaction.
- Initial Support:
- Monitor the support queue and respond to basic customer inquiries in a timely and professional manner.
- Triage support tickets, categorize issues, and escalate complex problems to the appropriate team (if available) or document them for later resolution.
- Create and maintain basic support documentation, FAQs, and troubleshooting guides to empower customers to self-serve.
- Proactive Engagement:
- Reach out to customers proactively to check on their progress, answer questions, and offer personalized assistance.
- Identify opportunities to increase product adoption and engagement by highlighting key features and benefits.
- Gather customer feedback regularly and relay it to the product and development teams to inform product development and improve the customer experience.
- Process Improvement:
- Identify opportunities to streamline and improve existing onboarding and support processes, leveraging data and customer feedback to drive improvements.
- Document processes and procedures clearly and concisely to ensure consistency and efficiency across the Customer Success team.
- Contribute to the development of best practices for Customer Success, sharing knowledge and insights with the team.
Skills & Qualifications:
- 2+ years of experience in Customer Success, customer support, or a related field, in a SaaS environment.
- Strong problem-solving abilities, attention to detail, and a proactive approach to identifying and resolving issues.
- Ability to learn quickly and adapt to changing priorities in a fast-paced environment.
- Familiarity with AI prompting and LLM functionality. Basic technical aptitude and willingness to learn new software tools.
- Experience with CRM systems (e.g., Salesforce) and Customer Success platforms (e.g., HubSpot, Intercom, Gainsight PX) is a plus.
Key Performance Indicators (KPIs):
- Customer satisfaction (CSAT) scores
- Time to first value
- Product adoption rate
- Support ticket resolution time (for basic inquiries)
- Onboarding completion rate
Reporting Structure: This position reports to the Head of Customer Operations.
Growth Opportunity: This role offers significant opportunities to specialize in areas such as onboarding or support process optimization, with the potential to advance into roles with greater responsibility
