Onboarding and Customer Success Manager

The Opportunity

We are seeking a highly organized and customer-centric Onboarding and Customer Success Manager (CSM) to join our team in a dynamic, hybrid role. This position serves as the critical bridge between the sales cycle and long-term customer value. Your primary focus will be owning the initial onboarding phase-acting as a project manager to ensure new customers are successfully implemented, trained, and realizing time-to-value as quickly as possible.
Because our account distribution is highly adaptable, the post-onboarding lifecycle will vary. Depending on the customer segment, product tier, and team capacity, you will either formally transition the customer to a dedicated ongoing CSM upon successful deployment, or you will retain the account and manage their long-term success and growth. You must be equally adept at rigorous project management and long-term relationship building.

Implementation & Onboarding (All Accounts)

• Project Management: Lead post-sale kickoff meetings, align on customer goals, and develop tailored, time-bound onboarding project plans.
• Platform Implementation: Pair with technical counterparts to guide customers through technical setup, integration configurations, and best practices to ensure a flawless deployment.
• Training & Education: Conduct and schedule comprehensive product training sessions tailored to various user personas (e.g., admins, end-users, executive sponsors) to drive immediate platform adoption.
• Time-to-Value Delivery: Monitor early adoption metrics and proactively address bottlenecks to ensure customers achieve their first defining moment of value within the targeted onboarding window.

Account Transition & Handoffs

• Milestone Evaluation: Define and evaluate clear "graduation" criteria to determine when an account has successfully completed onboarding.
• Internal Alignment: Collaborate with Sales, Support, CX, and the broader CS team to determine post-onboarding account ownership.
• Seamless Handoffs: For accounts moving to a different CSM, prepare comprehensive handover documentation detailing the customer's goals, current health, potential risks, and technical setup, facilitating a warm introduction and smooth transition.

Ongoing Customer Success (For Retained Accounts)

• Relationship Management: Serve as the trusted advisor and primary point of contact for a designated portfolio of post-onboarding customers.
• Strategic Reviews: Conduct Executive Business Reviews (EBRs) / Quarterly Business Reviews (QBRs) to demonstrate ROI, align on upcoming business objectives, and introduce relevant new features.
• Retention & Growth: Identify expansion opportunities (upsells/cross-sells) and partner with Sales to execute them.
• Health Monitoring: Continuously monitor customer health scores, proactively identifying churn risks and building robust mitigation strategies.
• Customer Advocacy: Identify successful customers to participate in case studies, webinars, and referral programs.

• Onboarding Experience: 3+ years of experience in onboarding project management.
• Customer Success Experience: 3+ years of experience in Customer Success, Implementation, or B2B SaaS Account Management.
• Hybrid Skillset: Demonstrated ability to act as both a structured project manager (driving timelines and deliverables) and an empathetic relationship manager (driving long-term strategy).
• Technical Aptitude: Strong ability to understand complex software, articulate basic setup issues to the appropriate parties in a timely manner, and clearly explain technical concepts to non-technical stakeholders.
• Communication: Exceptional verbal and written communication skills; highly comfortable leading video presentations and executive-level meetings.
• Tools: Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Zendesk) and project management software (e.g., Asana, Monday.com, Smartsheet).
• Adaptability: Comfort operating in a flexible environment where account ownership and daily priorities can shift based on business needs.
• BSFI: Experience in the BFSI field is a plus.