Fermat

Customer Success Manager – Onboarding

Fermat

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Own the sales → onboarding handoff and make sure scope, goals, and success metrics are clear
  • Run light technical setup (any third-party tools/required integrations)
  • Run the kick off call + build a tailored onboarding plan, setting the first testing roadmap following segment best practices
  • Lead kickoff, then run weekly customer calls until the account is truly “at scale”
  • Track and drive onboarding metrics: time-to-live, usage, channel activation all available in Looker dashboards
  • Help customers launch their first automations/experiments and interpret early performance + ROI signals
  • Use AI tools to move faster: summarize insights, draft materials, analyze patterns, and improve workflows
  • Build and iterate playbooks, checklists, and templates so onboarding gets faster and cleaner over time
  • Spot friction in the journey, propose fixes, and push improvements through cross-functionally
  • Partner closely with Growth + Sales + Product to improve outcomes and tighten the loop
  • You’ll be measured on onboarding outcomes like time to go live, opt-in volume, and product usage/activation across your book of business.
  • Manage an onboarding book of ~20 mid-market customers

Requirements

  • Early-career / newer grad with strong learning speed and good judgment
  • High EQ - you build trust quickly, communicate clearly, and handle stakeholder dynamics well
  • Scrappy executor with a bias to action and strong follow-through
  • Comfortable operating in ambiguity (things will change; you won’t always have perfect instructions)
  • Comfortable using AI tools (e.g. ChatGPT, Claude, copilots, automation tools) and embedding them into your daily workflow to work faster and smarter
  • Organized and metrics-oriented — you care about time-to-value, activation, and usage
  • Willing to do light technical work and learn integrations quickly
  • Nice to have (not required): Exposure to martech or performance marketing tools (Braze, Attentive, Yotpo, Klaviyo, Meta Ads Manager, GA4, etc.), Familiarity with Shopify / e-comm workflows, Prior customer-facing experience (past roles, internships, campus orgs, part-time roles)
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
onboardingtechnical setupcustomer callsonboarding metricsautomationsexperimentsAI toolsplaybookscheckliststemplates
Soft skills
strong learning speedgood judgmenthigh EQtrust buildingclear communicationstakeholder managementbias to actionstrong follow-throughoperating in ambiguityorganized