About Tofu Tofu is an innovative Series A generative AI startup based in the SF Bay Area (San Mateo is our HQ) dedicated to providing an integrated platform for crafting hyper-personalized, omnichannel campaigns that effectively generate leads for B2B marketing teams. Our clientele includes mid-market and enterprise Marketing leaders who frequently collaborate with demand generation, product marketing, and content teams. Our founders, with backgrounds from Meta, Google, Twitter, and Slack, possess profound expertise in both the technical realms of AI/ML/NLP and the B2B marketing landscape. We have a rich understanding of our customers' challenges and how to leverage technology to create a scalable product that users adore. Backed by leading VCs in the Bay Area (Index Ventures, SignalFire, etc.), we are experiencing rapid revenue growth and are well capitalized.
About the Role We are seeking a resilient, compassionate, and creative Customer Success Specialist who will engage closely with our customers to ensure their success with Tofu. In this pivotal role, you will influence many go-to-market decisions by promoting customer adoption and satisfaction with our tool, diagnosing and resolving technical issues, managing annual contract renewals, onboarding new customers, and translating user feedback into actionable insights for our product and engineering teams. We are looking for a proactive individual who thrives on building strong customer relationships, troubleshooting challenges, and helping clients achieve meaningful ROI from Tofu's solutions.
This position offers a high degree of ownership and autonomy, an opportunity to collaborate with a high-performing team, develop your leadership skills, and work in the dynamic generative AI software field. Our team consists of kind, talented individuals who prioritize teamwork and productivity, while also valuing work-life balance. Our team is based in the Bay Area and collaborates in-office three days a week to foster a strong team culture, so we are looking for candidates who are also located in the Bay Area.
Responsibilities - Establish and nurture relationships with existing customers to drive product engagement and adoption.
- Enhance customer expansion, upsell opportunities, and retention strategies.
- Identify and troubleshoot technical issues and bugs promptly.
- Develop and maintain user-friendly documentation to assist customers in maximizing their use of our product.
- Facilitate customer onboarding processes, ensuring a seamless transition.
- Collaborate with product and engineering teams to address customer-reported issues and bugs.
- Work in tandem with Sales to refine Ideal Customer Profiles (ICP) and contribute to improving the overall sales strategy.
Qualifications - A minimum of 3 years of experience in enterprise Customer Success Management or Account Management, with extra credit for experience in Marketing/Sales technology.
- A proactive self-starter who thrives with autonomy while knowing when to seek support.
- Experience in startup environments is advantageous but not mandatory.
- Demonstrated success in promoting customer engagement and outcomes in enterprise SaaS environments.
- A strong sense of customer empathy combined with patience.
- Familiarity with technical concepts and the ability to collaborate effectively with product and engineering teams.
Benefits - Competitive salary and equity package.
- Comprehensive health, dental, and vision insurance options.
- 401k retirement plan.
- Unlimited paid time off.
- Exceptional opportunities for professional growth and ownership.
- A collaborative and high-achieving work environment.