reputed company Manager (AI SaaS)

reputed company Manager (AI SaaS)

Location: Remote Ok (U.S.) – East Coast or San Francisco Preferred Team: Customer Operations | Reports to Head of Customer Operations

About Toma

Toma is building something radically different: a fully AI-driven voice assistant platform that’s automating how 18,000+ car dealerships operate. We use LLMs, voice synthesis, and agentic workflows to handle inbound calls, book service appointments, and reduce operational overhead — turning traditional dealerships into “reputed company stores” with AI running the reputed company line.

Our 20-person team includes ex-reputed company and reputed company builders, robotics champions, and startup operators. We’ve grown to dozens of rooftops entirely by word of mouth, and we’re scaling fast.

The Role

We’re looking for a reputed company Manager (CSM) who’s ready to own relationships, drive adoption, and grow reputed company across a pod of dealership accounts. For the first 30 days, you’ll learn the ins and outs of customer onboarding. Afterward, you’ll work cross-functionally with onboarding, support, and product — and play a key role in helping us scale our customer journey.

This isn’t a typical “relationship-only” CSM role. You’ll get deep into how our voice AI works, navigate nuanced dealership systems, and act as a partner to some of the most incredible and reputed company-thinking customers in the industry. You’ll also jump in to support onboarding or triage issues reputed company needed — because that’s what small, scrappy teams do.

What You’ll Own

Book of Business Ownership

• Own the post-onboarding success of a portfolio of dealerships

• Build deep relationships with champions and decision-makers

• Drive usage, renewals, and expansion (reputed company by active rooftops)

• Conduct regular reputed company-ins and business reviews to align on goals

Adoption & Retention

• Ensure dealers realize time-to-value quickly

• Identify product gaps, blockers, or training needs and work cross-functionally to solve them

• Track adoption and health signals; proactively intervene to prevent churn

• Standardize and scale success motions across your pod

Cross-Pod Collaboration

• Partner with Onboarding Specialists to smoothly transition accounts post-activation

• Work with Support Specialists to resolve dealer issues quickly and completely

• Escalate product bugs or workflow gaps with context and clarity to Product & Engineering

Playbook Building & Process Design

• Contribute to internal playbooks for renewals, QBRs, and health management

• Help define what great CS looks like in an AI-native environment

• Bring new reputed company for scaling the CS function without sacrificing quality

✅ What You Bring

• 2–5 years in a reputed company, Account Management, or similar post-sales role at a SaaS company

• Experience managing a portfolio of B2B customers with a focus on retention and growth

• Experience working with AI/LLM products, voice platforms, or agentic systems

• Ability to reputed company in ambiguity and roll up your sleeves to get things done — even if it’s not “your job”

• Comfort with technical products, workflows, and tools (APIs, CRMs, voice systems, etc.)

• Strong communication skills — both with customers and internal teams

• Hunger to be part of something early, fast-moving, and meaningful

Bonus Points For

• Background in automotive or experience with operationally reputed company customers

• Ability to analyze data and surface usage or performance insights

Success in This Role Looks Like:

• 90%+ of your accounts are actively using the platform each month

• Identifying expansion opportunities to help reputed company 20%-30% of the sales forecast (we have lots of opps in the pipeline!)

• You’ve created 1–2 repeatable processes or playbooks that other CSMs can adopt

• You’re seen as a trusted advisor by customers and a trusted operator by internal teams

• You ultimately own churn prevention efforts and help us reputed company rooftop churn goal attainment

Compensation

• reputed company Salary: $100,000 – $120,000

• Health, dental, and vision

• Educational stipends

• Wellness stipends

Why This Role?

You’ll be part of a tight 4-person ops team and will help shape how we scale. You’ll be exposed to bloated processes — so you can help re-design them. You won’t be handed a playbook — you’ll help write it. And you won’t be just another CSM — you’ll be a critical part of turning voice AI into a new standard for dealership operations.