Customer Success Manager, Onboarding

Fermàt•New York City, NY

About The Position

You’ll own the first 60–90 days post-sale onboarding experience for FERMAT’s mid-market customers. This is when we get customers live, guide them through their first real use cases, and help them see early signals of ROI. The goal is to compress time-to-value and set each account up to scale confidently. This is a high-ownership, hands-on role. You’ll be running light implementation, leading kickoff + weekly customer cadences, guiding early experimentation, and tracking the metrics that matter (time-to-live, usage, activation). You’ll also help us tighten and scale the onboarding motion as we grow. This role is best suited for an early-career candidate with high EQ, strong follow-through, and comfort operating in ambiguity while priorities evolve.

Requirements

Early-career / newer grad with strong learning speed and good judgment
High EQ - you build trust quickly, communicate clearly, and handle stakeholder dynamics well
Scrappy executor with a bias to action and strong follow-through
Comfortable operating in ambiguity (things will change; you won’t always have perfect instructions)
Comfortable using AI tools (e.g. ChatGPT, Claude, copilots, automation tools) and embedding them into your daily workflow to work faster and smarter
Organized and metrics-oriented — you care about time-to-value, activation, and usage
Willing to do light technical work and learn integrations quickly

Nice To Haves

Exposure to martech or performance marketing tools (Braze, Attentive, Yotpo, Klaviyo, Meta Ads Manager, GA4, etc.)
Familiarity with Shopify / e-comm workflows
Prior customer-facing experience (past roles, internships, campus orgs, part-time roles)

Responsibilities

Own the sales → onboarding handoff and make sure scope, goals, and success metrics are clear
Run light technical setup (any third-party tools/required integrations)
Run the kick off call + build a tailored onboarding plan, setting the first testing roadmap following segment best practices
Lead kickoff, then run weekly customer calls until the account is truly “at scale”
Track and drive onboarding metrics: time-to-live, usage, channel activation all available in Looker dashboards
Help customers launch their first automations/experiments and interpret early performance + ROI signals
Use AI tools to move faster: summarize insights, draft materials, analyze patterns, and improve workflows
Build and iterate playbooks, checklists, and templates so onboarding gets faster and cleaner over time
Spot friction in the journey, propose fixes, and push improvements through cross-functionally
Partner closely with Growth + Sales + Product to improve outcomes and tighten the loop
You’ll be measured on onboarding outcomes like time to go live, opt-in volume, and product usage/activation across your book of business.
Manage an onboarding book of ~20 mid-market customers

Benefits

Competitive salary + equity package
Comprehensive health, dental, and vision insurance for you and all your dependents.
Retirement benefits: US: 401(k) plan with 4% matching India: Provident Fund with 12% matching
4 months of paid parental leave
Unlimited PTO policy (with minimum 5 days PTO / quarter!)

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