Customer Success Manager

Working at Thoropass

At Thoropass, we are on a mission to transform an industry that’s never been known for innovation, but we aren’t letting that stop us. We love collaborating to come up with new ways to solve problems that would stump other teams, and we have created a workplace where the best idea wins, and we bring out the best in each other.

Our team is full of entrepreneurial people with a bias toward action, an insatiable intellectual curiosity, and a desire to learn and grow personally and professionally. By bringing remarkably talented people together, we have the opportunity to create something truly amazing for our customers and our team.

What We Do

Thoropass combines simple software with expert guidance to help SaaS companies manage security compliance, security audits, and enterprise procurement security diligence. Thoropass helps companies adopt stage-appropriate compliance practices that enterprises can trust and reduce the time and costs of security audits by 50% or more.

We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We’re growing customers and revenue dramatically, and we’re poised for continued break-out growth in 2024 and beyond.

About the Job

We’re looking for a tech-savvy Customer Success Manager with a drive for building relationships and finding solutions. As a member of our Customer Success Team, you’ll be working with other awesome tech startups by engaging with their founders and leadership teams. Your sphere of influence will include maintaining customer relationships, networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You’ll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.

Our Customer Success Manager must be social and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager will engage with customers, maximize value, and create strategies to grow our customer base.

Key Responsibilities

Own post-sales relationships with our existing and new customers with contributions to growing ARR (annual recurring revenue)Help improve customer experience through data analysisContribute to tutorials and communicationsMaximize customer retentionAid in innovative product design and development

Key Skillsets / Knowledge Requirements

Detail oriented with strong organizational skillsAbility to handle multiple prioritiesDemonstrated leadership qualitiesHigh computer literacy and ability to learn new softwarePassion for service

Educational Requirements and Career Experience

Bachelors degree2-6 years of experience in a customer-facing role and startup SaaS experience

Compensation & Benefits

The salary range for this position is $90,000 – $110,000 plus a performance based bonusExceptional health, dental, and vision careEarly equity in a fast-growing companyHybrid work-from-home model (or remote)Unlimited PTOHome office equipment stipendQuarterly wellness stipend


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