About Tonomo
Tonomo is the operating system for real estate photography businesses. We help photographers automate booking, scheduling, delivery, and payments so they can spend less time on admin and more time behind the camera. We're a young, passionate team working with some of the top real estate media brands globally, with a deeply engaged customer community and a team expanding across Ho Chi Minh City.
The Role
We're looking for a Customer Success & Community Lead to own the relationship layer of our business driving expansion revenue, deepening customer engagement, and building the kind of community that makes photographers choose Tonomo and stay. You'll work with an existing CS and support team who handle onboarding and tickets, freeing you to focus on what drives growth: turning satisfied customers into power users, advocates, and expanded accounts.
You'll be on calls and video regularly with Australian and European customers, working across time zones as part of a fast-moving global team. You'll also work closely with our Creator & Community Manager to surface stories, insights, and feedback that shape our content and product direction.
What You'll Do
Expansion Revenue
- Own upsell and expansion across the customer base identifying accounts with room to grow and building relationships that make that conversation natural
- Develop and run a systematic process for identifying expansion opportunities, not just catching them when they come up
- Track account health signals and act on them before customers start looking elsewhere
- Work with the founder on pricing and packaging feedback from the field
Community Management
- Own the Tonomo customer community keeping it active, valuable, and connected to the product
- Run live Q&As, office hours, and community calls that give customers a direct line to the team
- Identify and nurture power users who can become advocates and community contributors
- Feed customer insights and stories to the Creator & Community Manager to inform content
Customer Success Process
- Work alongside the existing CS and support team to close gaps in the customer journey
- Build playbooks for key moments expansion conversations, at-risk accounts, renewal checkpoints
- Be the internal voice of the customer bringing structured feedback to product and leadership
What We're Looking For
- Comfortable and confident on camera and on calls you'll be representing Tonomo to some of the best real estate media businesses in the world
- Fluent English speaker, warm and credible with a professional audience
- Commercial instinct you understand that CS at this stage is a revenue function, not just a support function
- Process-oriented enough to build systems, not just manage relationships one at a time
- Genuinely curious about customers you find their problems interesting, not just transactional
- Bonus: experience in SaaS, real estate, or photography industries
