MANE

Senior Customer Success Onboarding

MANE

full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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Salary

💰 $110,000 - $130,000 per year

Job Level

Senior

About the role

  • Host Kickoff calls, customized training sessions to the customer and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices.
  • Run dedicated customer office hours for large user groups to support users needing extra help during onboarding.
  • Maintain and update training materials (videos, guides, decks, and user documentation) to ensure consistency and accuracy across all content.
  • Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay up to date after product releases
  • Facilitate any technical setup needs (e.g. SSO, IP whitelisting, etc.)
  • Send post-training follow-ups, collect customer feedback, and confirm next steps.
  • Identify customers showing signs of low engagement and flag them for follow-up or additional outreach.
  • Log and escalate customer questions or technical issues to Vanilla’s Customer Care (i.e. technical support) or Product/Engineering teams as appropriate.
  • Track onboarding progress in Vanilla’s project software/tools, ensuring all milestones and tasks stay on schedule.
  • Collaborate/communicate cross-functionally with AE, CSM, Customer Care, Product/Engineering, etc. to keep projects running smoothly and keep all internal stakeholders informed.
  • Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators.
  • Support user provisioning and setup tasks to speed up customer activation and improve onboarding efficiency.
  • Log customer issues and bugs for follow-up with R&D in appropriate tool (e.g., Jira)

Requirements

  • 5+ years of experience in customer onboarding/training, customer success, or customer support, ideally in a SaaS or service-oriented environment.
  • Strong verbal and written communication skills with a friendly, clear, and professional tone.
  • Comfort with video conferencing and screen-sharing tools to guide customers.
  • Excellent attention to detail and ability to follow structured processes.
  • Familiarity with project tracking tools (e.g., GUIDEcx, Totango, Salesforce, etc) is a plus.
  • Passion for helping customers succeed and curiosity to learn about the Vanilla platform.
Benefits
  • Flexible paid time off policy and 10 company-wide paid holidays
  • Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
  • Medical, dental, and vision benefits coverage for employees and their families
  • 401K eligibility after one month of employment
  • Free estate planning documents
  • Budget for learning & development and home office setup
  • Paid parking or transit for hybrid and in office employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingcustomer trainingcustomer successcustomer supportattention to detailproject tracking
Soft Skills
verbal communicationwritten communicationprofessional tonecuriosityproblem-solving