Customer Onboarding Manager
Fermat
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- Own the end-to-end onboarding journey, guiding brands through implementation, technical setup, early experimentation, and activation of their first automation use cases
- Develop a deep technical understanding of FERMÀT and serve as a hands-on user who can build, QA, and iterate on early customer experiences
- Ensure customers achieve fast time-to-value and clearly understand the impact of FERMÀT on performance and efficiency
- Help brands integrate FERMÀT into their broader marketing stack, aligning workflows across paid media, creative, lifecycle, and web teams
- Lead early optimization cycles, helping customers measure and interpret ROI, incremental impact, and usage patterns
- Build strong multi-threaded relationships across growth, creative, lifecycle, engineering, analytics, and executive stakeholders
- Dedicate ~50% of your work to account development—reporting on ROI, sharing insights, and identifying opportunities to deepen adoption and expand usage
- Design the strategic onboarding path for each customer, outlining the first 30/60/90 days, key milestones, and early-stage success metrics
- Share onboarding insights, best practices, and proven patterns based on learnings from top-performing brands
- Build, refine, and maintain onboarding playbooks, documentation, and implementation processes that create a repeatable, scalable onboarding motion
- Partner with internal teams to reduce onboarding friction and compress implementation timelines
- Document best practices, customer wins, and repeatable workflows that help brands adopt FERMÀT with confidence
- Support the development of customer-facing training materials, checklists, technical guides, and performance frameworks
- Partner with Product, Engineering, Sales, and Marketing to improve onboarding workflows, refine integrations, enhance documentation, and inform product direction
- Advocate for the needs of new customers internally, ensuring product enhancements and GTM strategies reflect onboarding-stage learnings
- Collaborate with Sales during handoff to ensure smooth transitions and clear expectations for implementation and performance
Requirements
- 4+ years of experience in Customer Success, Account Management, technical onboarding, strategy/operations, Martech, or a similar customer-facing role
- Strong performance analytics background and experience managing multi-threaded accounts
- Proven track record of onboarding customers and driving strong early adoption, value realization, and satisfaction
- Demonstrated ability to embed a technology or automation solution into a customer’s marketing stack (across paid media, creative, lifecycle, or web)
- Experience developing onboarding playbooks, SOPs, enablement materials, or scalable implementation processes
- Ability to manage and prioritize relationships with 20+ customers simultaneously
- Excellent communication skills with the ability to engage senior stakeholders (CMO, CRO, CEO)
- Customer-centric mindset with a natural ability to build trust, listen deeply, and guide customers to outcomes
- Demonstrates intellectual curiosity, strong problem-solving skills, and a natural tendency to figure things out independently
- Self-starter comfortable operating in fast-moving, ambiguous environments
- Bonus: Experience with paid social and performance marketing tools such as Meta Ads Manager, Google Ads, TikTok, Snapchat, GA4, Klaviyo, or similar platforms
- Bonus: Familiarity with Looker, Posthog or other BI/analytics tools
Benefits
- Competitive salary + equity package
- Comprehensive health, dental, and vision insurance for you and all your dependents.
- Retirement benefits:
- US: 401(k) plan with 4% matching
- India: Provident Fund with 12% matching
- 4 months of paid parental leave
- Unlimited PTO policy (with minimum 5 days PTO / quarter!)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance analyticsonboarding playbooksSOPsimplementation processescustomer onboardingautomation solutionsvalue realizationearly adoptionmulti-threaded account managementstrategy operations
Soft skills
excellent communicationcustomer-centric mindsetrelationship managementtrust buildingproblem-solvingintellectual curiosityself-starterguiding customerslistening skillsengaging senior stakeholders