Customer Onboarding Manager

Littlebird

76d • Remote

About The Position

This role is all about driving user success from the very first interaction. As one of the earliest human touchpoints for our customers, you will be instrumental in turning new sign-ups into activated, successful users. You’ll have significant ownership over the onboarding process and the opportunity to directly influence our product by championing the user's voice. If you love helping people, thrive in a high-volume environment, and want to make a tangible impact on user growth and retention, this is the perfect fit.

Requirements

• Proven experience in a high-volume, customer-facing role (e.g., Onboarding, Customer Success, Support) within a SaaS or technology company.
• Exceptional communication skills; you can clearly articulate complex concepts and are a natural at building rapport.
• A deep sense of empathy and a genuine desire to help users solve their problems.
• Strong organizational skills and the ability to manage a packed schedule of calls and follow-ups without sacrificing quality.
• A pragmatic and proactive approach to problem-solving.
• A desire to learn, experiment, and contribute in a fast-paced startup environment.

Nice To Haves

• Experience with tools like Hubspot, Google Meet, Plain.com, Slack, and Discord for customer communication.
• Familiarity with creating support documentation or video tutorials.
• Experience analyzing user onboarding funnels and metrics.

Responsibilities

• Lead Onboarding Calls: Conduct a high volume of engaging and effective onboarding sessions to guide new users through Littlebird's core features and setup.
• Drive Activation: Proactively help users understand the product's value, ensuring they complete key activation milestones within their first 14 days.
• Become a Product Expert: Develop a deep understanding of Littlebird's capabilities to confidently answer user questions and demonstrate powerful use cases.
• Champion the User: Systematically gather, synthesize, and relay user feedback and onboarding insights to the Product and Engineering teams to help shape the roadmap.
• Refine Onboarding Processes: Collaborate with Customer Success and Marketing to improve our onboarding flows, Help Center articles, and user-facing resources.
• Track Your Impact: Monitor key performance indicators for user activation and onboarding success, reporting on trends and the effectiveness of your efforts.

Benefits

• A fully remote, async-first work environment.
• A collaborative team that cares about craft, clarity, and doing good work.
• A key role with significant ownership and the opportunity to make a direct impact on our users and product.
• Competitive salary and meaningful equity in an early-stage company.
• Comprehensive health benefits (medical, dental, vision).
• Unlimited PTO and flexible working hours.
• 401(k) plan available for US teammates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed