Founding Customer Success Manager, Onboarding
People Culture Talent
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Design and implement scalable customer onboarding processes from scratch
- Eliminate manual bottlenecks that currently limit how many customers we can activate
- Create documentation, workflows, and playbooks that others can follow
- Measure and optimize time-to-value for new customers
- Proactively guide customers through setup and configuration
- Ensure customers activate key features that drive retention and satisfaction
- Identify and resolve blockers preventing full product adoption
- Build customer champions who become advocates in our referral network
- Build strong relationships with auto shop owners and managers
- Serve as trusted advisor, not just support contact
- Understand their business challenges and connect them to product value
- Navigate conversations with pragmatic, straight-talking business owners
- Monitor customer health metrics and take proactive action
- Identify expansion opportunities within existing accounts
- Reduce churn through early intervention and issue resolution
- Gather feedback that informs product roadmap
- Partner with engineering on product improvements based on customer feedback
- Work with CEO on growth strategy and customer insights
- Influence onboarding automation features that scale your work
Requirements
- Strong communicator who can build rapport with blue-collar business owners (not corporate enterprise buyers)
- Proactive owner who doesn't wait to be told what needs doing
- Process builder comfortable creating structure in early-stage ambiguity
- Scrappy problem solver who finds creative solutions with limited resources
- Experience with B2B customer onboarding or implementation
- Track record of building processes from 0-to-1
- Comfort with non-traditional/blue-collar customer segments
- Previous startup experience (especially early-stage)
- Technical aptitude and ability to learn software quickly.
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingprocess buildingdocumentation creationworkflow designproduct adoptioncustomer health metricsissue resolutionfeedback gatheringonboarding automationB2B implementation
Soft skills
strong communicatorrelationship buildingproactive ownershipproblem solvingcreative solutionsadaptabilityinfluencingtrustworthinessstrategic thinkingcustomer advocacy