Olelo AI | Founding Customer Success Manager, Onboarding

People Culture Talent

About The Position

Olelo is transforming how automotive repair shops interact with customers through AI-powered voice agents. We've grown more than 20x ARR in 6 months by solving a real problem: shops are drowning in phone calls and losing customers due to poor communication. Our voice agents handle customer interactions, improve conversion, and free up shop owners to focus on fixing cars. We're not limited by demand, we're winning competitive bake-offs, building a powerful referral network, and corporate chains are interested in deploying across all their locations. The bottleneck is scaling our operations, and that's where you come in. We're raising our seed round in February 2025, and we need founding engineers who can build the systems that unlock our next phase of growth. You'll be our first Customer Success Manager, owning the onboarding experience that currently bottlenecks our growth. This isn't typical SaaS customer success, you'll be building relationships with blue-collar business owners who run hands-on operations, speaking their language, and creating the playbook that scales us from hundreds to thousands of customers. Your success directly unlocks revenue. Break the onboarding bottleneck, and you break our growth ceiling.

Requirements

Strong communicator who can build rapport with blue-collar business owners (not corporate enterprise buyers)
Proactive owner who doesn't wait to be told what needs doing
Process builder comfortable creating structure in early-stage ambiguity
Scrappy problem solver who finds creative solutions with limited resources

Nice To Haves

Experience with B2B customer onboarding or implementation
Track record of building processes from 0-to-1
Comfort with non-traditional/blue-collar customer segments
Previous startup experience (especially early-stage)
Technical aptitude and ability to learn software quickly

Responsibilities

Design and implement scalable customer onboarding processes from scratch
Eliminate manual bottlenecks that currently limit how many customers we can activate
Create documentation, workflows, and playbooks that others can follow
Measure and optimize time-to-value for new customers
Proactively guide customers through setup and configuration
Ensure customers activate key features that drive retention and satisfaction
Identify and resolve blockers preventing full product adoption
Build customer champions who become advocates in our referral network
Build strong relationships with auto shop owners and managers
Serve as trusted advisor, not just support contact
Understand their business challenges and connect them to product value
Navigate conversations with pragmatic, straight-talking business owners
Monitor customer health metrics and take proactive action
Identify expansion opportunities within existing accounts
Reduce churn through early intervention and issue resolution
Gather feedback that informs product roadmap
Partner with engineering on product improvements based on customer feedback
Work with CEO on growth strategy and customer insights
Influence onboarding automation features that scale your work