Senior Customer Success Onboarding

Role Overview

• Host Kickoff calls, customized training sessions to the customer and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices.
• Run dedicated customer office hours for large user groups to support users needing extra help during onboarding.
• Maintain and update training materials (videos, guides, decks, and user documentation) to ensure consistency and accuracy across all content.
• Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay up to date after product releases
• Facilitate any technical setup needs (e.g. SSO, IP whitelisting, etc.)
• Send post-training follow-ups, collect customer feedback, and confirm next steps.
• Identify customers showing signs of low engagement and flag them for follow-up or additional outreach.
• Log and escalate customer questions or technical issues to Vanilla’s Customer Care (i.e. technical support) or Product/Engineering teams as appropriate.
• Track onboarding progress in Vanilla’s project software/tools, ensuring all milestones and tasks stay on schedule.
• Collaborate/communicate cross-functionally with AE, CSM, Customer Care, Product/Engineering, etc. to keep projects running smoothly and keep all internal stakeholders informed.
• Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators.
• Support user provisioning and setup tasks to speed up customer activation and improve onboarding efficiency.
• Log customer issues and bugs for follow-up with R&D in appropriate tool (e.g., Jira)

Requirements

• 5+ years of experience in customer onboarding/training, customer success, or customer support, ideally in a SaaS or service-oriented environment.
• Strong verbal and written communication skills with a friendly, clear, and professional tone.
• Comfort with video conferencing and screen-sharing tools to guide customers.
• Excellent attention to detail and ability to follow structured processes.
• Familiarity with project tracking tools (e.g., GUIDEcx, Totango, Salesforce, etc) is a plus.
• Passion for helping customers succeed and curiosity to learn about the Vanilla platform.

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays
• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
• Medical, dental, and vision benefits coverage for employees and their families
• 401K eligibility after one month of employment
• Free estate planning documents
• Budget for learning & development and home office setup
• Paid parking or transit for hybrid and in office employees