Customer Success Manager, Onboarding
About The Position
The Customer Success Manager, Onboarding (OM) leads new customer launches and onboarding, helping customers reach value quickly through effective setup, configuration, and guidance on Everflow tools. The role partners with the Technical Solutions team to support smooth technical launches and works to meet or exceed launch KPIs, including reducing time to first value. The position combines onboarding with ongoing customer success and revenue expansion. The manager builds strong client relationships, identifies and develops growth opportunities, advocates for customer needs internally, and monitors usage and health metrics to address potential issues proactively.
Requirements
- Bachelor's degree.
- 2–4 years of experience in a similar role.
- Ability to understand and explain technical concepts and troubleshoot basic technical issues.
- Ability to build and maintain strong, long-lasting client relationships, understand clients' business goals, and act as a trusted advisor.
- Experience in sales or a strong understanding of sales principles, including contract negotiation and upselling products or services.
- Customer-centric mindset focused on exceptional service and exceeding client expectations.
- Strong problem-solving skills to address client issues, resolve conflicts, and find creative solutions; consultative approach.
- Basic familiarity with CRM tools such as HubSpot or Jira.
Nice To Haves
- Experience using Everflow or competitor tracking platforms.
- Experience with third-party analytics solutions such as Google Analytics, social/media buying platforms, or MMPs.
Responsibilities
- Lead onboarding for new customers and support a smooth transition from sales to realized value as quickly as possible.
- Assist clients with initial software setup and configuration, tailoring implementation to their business needs.
- Collaborate with the Technical Solutions team to guide smooth technical launches.
- Build and maintain strong, multi-threaded, long-lasting client relationships.
- Identify customer growth opportunities and develop and implement solutions that support revenue expansion.
- Develop expertise in new products and features and evangelize them to clients.
- Understand customer business goals and challenges, advocate for customer needs, and share feedback internally to influence product development and service improvements.
- Monitor customer usage data and health metrics, proactively identify potential issues, and address them.
Benefits
- Employer-covered medical, dental, and vision insurance.
- Unlimited PTO and paid holidays.
- 401(k), with no matching at this time.
- Paid parental leave.
- Education, gym, and equipment stipend.
- Regular feedback and career-path discussions.
- Collaborative team and culture.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
