Customer Onboarding & Success Manager (Seattle)

Net-Inspect•Seattle, WA

73d•Remote

About The Position

Net-Inspect is seeking a Customer Onboarding & Success Manager to own the customer onboarding experience from kickoff through go-live, ensuring new customers are set up for long-term success with their platform. This role also involves serving as a resource for ongoing customer support, troubleshooting issues, and answering questions as capacity allows. The ideal candidate will have a background in manufacturing or aerospace, understanding the operational realities of the customers, and will bring this context to training, implementation, and support interactions to build trust and credibility with technical and operations teams.

Requirements

Verifiable U.S. citizenship (required for ITAR compliance with regulated customers)
3+ years of experience in customer success, implementation, training, or a related customer-facing role in a B2B software environment
Demonstrated ability to manage multiple concurrent onboarding or project engagements
Excellent verbal and written communication skills across phone, video, and email
Strong technical aptitude, with comfort learning and explaining complex software platforms
Fluency with modern productivity and AI tools (e.g., ChatGPT, Claude, Copilot) — actively uses them to accelerate research, communication, and day-to-day work
A customer-first mindset and genuine enthusiasm for solving problems and helping people succeed
Self-motivated, organized, and able to work independently in a remote environment
Successful completion of a background check and employment verification

Nice To Haves

Background in aerospace, defense, or precision manufacturing — either working in the industry or supporting customers within it
Familiarity with quality management concepts such as AS9100, FAI, FAIR, or supply chain compliance
Experience with tools such as Zendesk, HubSpot, Jira, SQL, Excel, or PowerPoint
Experience using AI or automation tools (LLMs, workflow automation, scripting) to streamline customer-facing work — drafting responses, summarizing tickets, generating training content

Responsibilities

Lead end-to-end onboarding engagements, from initial kickoff through go-live, for new customers across manufacturing and aerospace industries.
Develop and manage implementation project plans, coordinating tasks, timelines, and stakeholders to keep projects on track.
Deliver web-based training sessions tailored to customer workflows, roles, and technical proficiency levels.
Partner with customers to configure the platform to match their quality and compliance processes.
Serve as the primary point of contact during the onboarding phase, proactively communicating status and resolving blockers.
Respond to inbound support inquiries, guiding customers through platform questions, workflow issues, and best practices.
Troubleshoot technical issues and escalate to internal teams when needed, ensuring timely resolution and clear customer communication.
Build lasting relationships with customer contacts to drive adoption, satisfaction, and long-term retention.
Monitor customer health signals and proactively reach out to customers who may need additional support or training.
Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to ongoing platform improvements.
Contribute to internal documentation, training materials, and support knowledge base articles.
Assist with product demonstrations and sales support activities as opportunities arise.