Customer Succcess Manager - The Toro Company

Toro • Beatrice, NE

265d • $71,500 - $98,000 • Onsite

About The Position

As a Customer Success Manager for Horizon360, you will play a critical role in driving the adoption and success of Toro's landscape contractor digital tools. Horizon360 is a powerful software solution designed to streamline operations for landscaping professionals, helping them manage their business more efficiently. You will be responsible for guiding customers through their digital journey, ensuring they maximize the value of Horizon360 while shaping the future of Toro's digital ecosystem through customer insights, training, and engagement. Your contributions will directly impact user satisfaction, retention, and the evolution of our digital offerings.

Requirements

• Bachelor's degree in business administration, marketing, communications, psychology, or sales.
• Minimum of 3+ years in Customer Success, Sales, or Account Management, preferably in SaaS, AI-driven platforms, or digital solutions.
• Proven ability to conduct software demos, drive adoption, and influence buying decisions through consultative selling.
• Strong understanding of CRM tools (HubSpot, Salesforce), SaaS platforms, workflow automation, and AI-powered customer engagement tools.
• Excellent communication, organizational, and analytical abilities.
• Proactive approach to troubleshooting technical challenges and identifying solutions.
• Ability to work cross-functionally with sales, product, marketing, and development teams.

Responsibilities

• Drive sales and customer growth by conducting engaging software demos for potential customers and dealers, showcasing Horizon360's value proposition.
• Collaborate with the sales team to identify and execute upsell and cross-sell opportunities for software and device solutions.
• Manage the customer lifecycle, including tracking subscriptions, device purchases, new leads, fleet customers, sign-ups, and cancellations.
• Proactively engage with prospects and customers to drive adoption, retention, and expansion.
• Manage customer support operations, ensuring timely and effective responses via email, LiveChat, and phone support.
• Lead onboarding and training, guiding new users through setup, troubleshooting, and best practices.
• Oversee order fulfillment and account setup, ensuring accurate device shipments and Salesforce processing.
• Resolve customer issues efficiently, collaborating with internal teams and escalating complex cases as needed.
• Regularly collect customer feedback on product functionality, pain points, and feature requests.
• Work closely with the product and development teams to share insights that drive enhancements and innovations.
• Create and maintain training materials ensuring support pages, guides, and tutorials stay up to date.
• Develop and distribute training content, including emails for new feature releases and tutorial pop-ups in H360.
• Train and support Customer Care agents, providing troubleshooting guidance and success strategies.
• Manage customer accounts by tracking subscriptions, renewals, and customer status updates.
• Oversee Toro Fleet engagement, ensuring tracking devices are shipped, set up, and properly integrated.
• Handle cancellations and promotions, processing requests with proper documentation and outreach.

Benefits

• Competitive salary
• Affordable and top-tier medical/dental/vision plan
• 401k
• Onsite café serving breakfast and lunch
• Complimentary use of onsite fitness facility
• Mental health and financial health resources
• 20 hours of paid time to volunteer in the community
• Flexible summer hours

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Education Level: Bachelor's degree