Onboarding & Support Manager

CloudNC • ,

8d • Remote

About The Position

CloudNC is transforming global manufacturing with AI that accelerates CAM programming, maximizes factory output, and empowers machinists to deliver more. Their core product, CAM Assist, speeds up CNC machining by tackling the most time-consuming and repetitive parts of the process, from machining strategy to toolpath generation. It enables machinists to create effective programs in minutes, unlocking their full potential and helping shops increase throughput and improve consistency. CAM Assist is trusted by over 1,000 machine shops worldwide to enhance team productivity, resolve skills shortages, and deliver efficiently for customers. Founded in 2015, CloudNC has a world-class team combining expertise in computer science and physical manufacturing, based in London and Chelmsford. The company is backed by leading venture capital firms Atomico and Episode 1 Ventures, alongside Autodesk and Lockheed Martin as strategic partners.

This role requires someone who can get hundreds of machine shops live on CAM Assist without needing a CAM programmer in the room, and who owns product support while doing it. CAM Assist is AI that writes CNC toolpaths inside the CAM software programmers already use (Mastercam, Fusion, Siemens NX, GibbsCAM and SolidCAM), turning hours of work into minutes. Customers are precision manufacturers who buy it for the obvious time savings. The gap between signing and seeing that saving is due to it being a new product doing something new, plus the ordinary friction of setting up and configuring software for how a shop works. Closing this gap quickly and repeatably is the core of this job.

Requirements

• Learn fast: ability to get up to speed with CAM Assist in weeks and adapt to product changes quickly.
• Manufacturing and tooling knowledge: understanding of machining, tooling, shop operations (setups, fixturing, tool libraries), and the importance of cycle time. Familiarity with CAM is expected, though not necessarily as a programmer.
• Player-coach mentality: experience managing or mentoring people while still delivering hands-on work. Comfortable with direct reports and remaining hands-on.
• Pace: ability to manage multiple customers at different onboarding stages simultaneously and prioritize effectively.
• Instinct to build: a proactive approach to creating systems, playbooks, and content rather than relying solely on manual processes.

Nice To Haves

• Experience with manufacturing or engineering software, in support, applications engineering, or implementation.
• Hands-on experience with any CAM system.
• Experience getting customers live on technical software.
• Experience running or supervising a support queue.
• Experience writing help content or building a knowledge base.
• Experience working alongside product and engineering on customer issues.

Responsibilities

• Run onboarding personally for new customers, from sales handover through installation and setup to a first real part
• Own the product support function outright: the queue, the response quality, the escalation path, and the outcome
• Line manage and develop our Product Support Specialist, and build the team out as we scale
• Turn recurring friction into playbooks, help content and product requirements, so the same problem stops arriving twice
• Watch the usage data, spot customers going quiet, and intervene before they stall
• Manage the customer escalations through support and onboarding into our CAM programming team

Benefits

• Stock Options
• Annual Performance Equity Award
• 36 days of annual leave including public holidays
• Leading medical plan
• Life Insurance
• 4 weeks paid Sabbatical every 4 years
• 401k
• Enhanced primary, secondary and adoption parental pay & leave (maternity/paternity)

What This Job Offers

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