Lead customer onboarding and implementation efforts by gathering requirements, defining success criteria, and managing project timelines to ensure a smooth and timely go-live.
Work directly with customer teams to understand current state workflows, document operational processes, and design future state workflows that align with our platform and best practices
Support customers through organizational and process change by developing adoption plans, delivering structured training, and reinforcing new workflows across different roles and teams.
Facilitate live and virtual training sessions, tailor enablement materials to different user personas, and ensure customers feel confident using the platform in their day-to-day operations.
Serve as a consistent point of contact post go-live, monitoring customer health, addressing challenges, and helping customers continue to realize value as their needs evolve
Partner closely with Product, Support, and Sales to share customer feedback, identify common implementation challenges, and continuously improve onboarding and adoption experiences.

BA/BS or Graduate Degree (Preferred)
2 to 4 years of experience in customer success, implementation, onboarding, professional services, operations consulting, or a related customer-facing role within a B2B SaaS or technology-enabled company
Hands-on experience working directly with customers to understand business processes, gather requirements, and support workflow or system changes.
Exposure to change management or technology adoption initiatives, particularly in organizations transitioning from manual, legacy, or non-integrated systems.
Strong communication and facilitation skills, with the ability to explain technical or operational concepts in clear, practical terms.
Comfortable managing multiple customer engagements simultaneously while maintaining attention to detail and follow-through.
Curious, empathetic, and solution-oriented, with a genuine interest in helping customers improve how they work.

Customer Success Manager

Key skills