Customer Success Manager - Onboarding

Title: Customer Success Manager - Onboarding
Location: 100% Remote
Status: ~ 15 hrs/wk, ongong if mutualy agreed upon
Hourly Range: $75 - $100/hr, commensurate with experience
Ideal Candidate: Has built out the onboarding process for a previous software company (high-growth or early-stage startup), and has experience in a customer success/account management leadership position.

We are a premier online marketplace connecting buyers and suppliers in the manufacturing industry, offering unmatched solutions for sourcing custom parts and components. Our platform provides a dynamic ecosystem for custom part manufacturers to grow their business, streamline operations, and reduce costs through access to member-only benefits . By joining our organization as a Customer Success Manager for Onboarding, you’ll be at the forefront of revolutionizing the manufacturing world, enhancing the experience for our customers, and driving meaningful outcomes in this growing industry.

As a Customer Success Manager, you will have the opportunity to build and foster relationships with our clients, ensure their success and satisfaction, and contribute to an engaging onboarding process that shapes their experience with our platform.

Why is a Customer Success Manager Important to Us?

Reporting directly to our Director of GTM Operations and Strategy, you will be responsible for the happiness and growth of our customers, making this one of our most strategic positions for growth. A successful Customer Success Manager will be tech-savvy, results-driven, and proactive in farming and introducing established clients to the new features and benefits of the platform, helping clients grow their business. As we enter the next era of our company, this is an amazing time to join our team and be part of building our path to success.

Position Summary

As a Customer Success Manager, you will be responsible for rebuilding and managing the onboarding process for new customers. Your goal will be to develop and implement a streamlined, engaging, and effective onboarding experience that enhances customer satisfaction and accelerates their success on the platform. Once the process is optimized, you will own the entire onboarding journey for all new customers, ensuring they receive personalized support and value from day one.

In This Role, You Will:

1. Grow revenue of existing accounts through consistent and strategic outreach.
2. Cultivate deep relationships with existing customers and continually brainstorm with team members on creative ways to build customer relationships.
3. Develop relationships and create best practices for onboarding new customers, including creating specific strategies and tactics to meet growth objectives and execute against the plans.
4. Address technical needs, questions, and concerns regarding use of the platform, while helping drive decision-making related to white-glove customer service, retention, and increased sales.
5. Be responsible for the growth and lifetime value (LTV) of our customers.

Responsibilities:

1. Design, rebuild, and implement a comprehensive onboarding program for new customers, ensuring each step is smooth, clear, and optimized for efficiency and impact.
2. Collaborate with internal teams (Sales, Product, and Support) to gather insights and tailor the onboarding experience to meet the diverse needs of our customers.
3. Conduct regular check-ins with new clients during the onboarding period to ensure they have a thorough understanding of the platform and its functionalities.
4. Track and measure the success of the onboarding program, adjusting as needed based on customer feedback and metrics.

30-60-90 Day Goals:

30-Day Goals:

1. Conduct a full audit of the existing onboarding process, gathering feedback from customers and internal stakeholders to identify strengths, weaknesses, and key areas for improvement.
2. Familiarize yourself with our platform, industry terminology, and customer base to understand what drives value for our users.
3. Map out a high-level structure of the new onboarding process based on initial findings.

60-Day Goals:

1. Present a detailed plan for the new onboarding process to relevant stakeholders, including proposed resources, training materials, and timelines for each phase.
2. Pilot a revised onboarding workflow with a select group of new customers to test improvements and gather initial feedback.
3. Establish key metrics to measure onboarding success, such as time to value, user engagement, and customer satisfaction during onboarding.

90-Day Goals:

1. Fully implement the new onboarding process for all new customers, creating a seamless, efficient, and impactful experience.
2. Develop a tracking system to monitor and report on onboarding metrics and regularly share insights with relevant teams.
3. Own the onboarding process, ensuring consistent, high-quality experiences for all new customers and continuously refine the approach based on feedback and results.

Qualifications:

1. 5+ years of experience in client-facing roles, including sales, account management, or partnerships, with experience working for a software company as a must. High-growth or early-stage startup experience is a plus.
2. Proven success in account management sales growth, with a reputation for over-achieving.
3. Experience with CRM tools, such as HubSpot, and proficiency in Google Apps (Gmail).
4. Strong communication, presentation, and negotiation skills, with a creative, strategic mindset and a customer-centric approach.
5. Ability to balance strategic vision with hands-on execution and thrive in a fast-paced, dynamic environment.
6. Comfortable managing technical solutions with minimal guidance and a natural problem-solver with a strong bias for action.
7. Organized, able to manage multiple projects simultaneously, and demonstrate a data-driven approach to improve customer satisfaction.

Joining our company means you’ll play a vital role in a mission-driven company transforming the manufacturing industry. If you’re passionate about customer success, excited about optimizing processes, and eager to make an impact, we’d love to hear from you!