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 Digital Customer Success Manager at Toma, you will be at the forefront of scaling our customer success efforts through technology and automation. You will be responsible for designing, implementing, and optimizing digital engagement strategies to drive product adoption, customer retention, and overall satisfaction across both large and small automotive dealerships. Acting as a "virtual CSM" at scale, you'll leverage automation and data to drive customer outcomes without constant human intervention. This role requires a blend of technical skills, analytical thinking, and a passion for delivering value quickly and often.
Key Responsibilities:
- Customer Journey Ownership: Own the digital customer journey, ensuring a seamless and valuable experience from onboarding to ongoing engagement.
- Develop and Execute Digital CS Programs: Design and implement scalable one-to-many customer success programs leveraging automation tools (e.g., HubSpot, Intercom, Gainsight PX).
- Content Creation: Work alongside marketing to craft engaging and effective self-serve resources, including on-demand training materials, FAQs, webinars, and knowledge base articles, to guide customers through the product and maximize value.
- AI and Automation Implementation: Use AI-driven insights (e.g., health scores, personalized recommendations) to personalize touchpoints and efficiently scale interactions.
- Data Analysis and Segmentation: Analyze customer usage patterns and segment customers to create personalized digital journeys.
- Collaboration with Pooled CSMs: Collaborate closely with pooled CSMs to ensure a consistent and high-quality customer experience. The Digital CSM will focus on building scalable digital programs, while the pooled CSMs will handle more personalized interactions and address specific customer needs.
- Performance Monitoring & KPI Establishment: Establish, benchmark, and monitor key performance indicators (KPIs) to measure the effectiveness of digital CS programs and identify areas for improvement.
- Collaboration: Work closely with Enterprise CSMs, Head of Customer Operations, and other teams (e.g., Sales, Product, Marketing) to ensure a cohesive and high-impact customer experience.
Skills & Qualifications:
- 3+ years of experience in SaaS Digital Customer Success.
- Proficiency with Customer Success automation tools (e.g., HubSpot, Intercom, Gainsight PX) and CRM systems (e.g., Salesforce).
- Strong data-driven mindset with the ability to analyze usage patterns, interpret data, and make informed decisions.
- Proven talent for creating compelling self-serve resources
- Experience with AI-driven personalization and automation techniques.
- Excellent communication and collaboration skills
- Experience working with both large and small business customers.
- Understanding of the automotive dealership industry is a plus.
Key Performance Indicators (KPIs):
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Product Adoption Rate
- Net Promoter Score (NPS)
- Reduction in Support Tickets
- Engagement with Digital Resources (e.g., playbook downloads, tutorial views, community participation)
Reporting Structure: This position reports to the Head of Customer Operations.
Growth Opportunity: At Toma, you won’t just fill a position—you’ll shape the future of automotive AI. As we expand, we invest in your growth through mentorship, skill-building, and opportunities to lead impactful initiatives. In this role, you can deepen your expertise in Customer Success, explore cross-functional projects, and even pave the way for leadership roles as we scale. If you’re passionate about innovation and driving meaningful change, your potential for growth here is boundless.
