About the job
We are seeking a dedicated Customer Success Manager who excels in customer-facing roles like implementation, consulting, onboarding, or operational enablement. This position is perfect for individuals who enjoy collaborating closely with clients to comprehend their current business processes and assist them in navigating significant transformations. You will collaborate with customers to convert their existing workflows into scalable solutions, spearhead implementation and training initiatives, and promote the adoption of innovative work methodologies.
Many of our clients are transitioning to a modern SaaS platform for the first time. To thrive in this position, you need to possess empathy, organization, and the capability to simplify complex concepts into actionable steps. You will serve as a trusted advisor throughout the customer journey, guiding teams from manual or disjointed systems to a more integrated and efficient operational framework.
- Customer Onboarding & Implementation: Oversee customer onboarding and implementation by gathering requirements, establishing success criteria, and managing project timelines to ensure a seamless and punctual launch.
- Process Discovery & Mapping: Engage directly with customer teams to analyze current workflows, document operational processes, and design future workflows that are in line with our platform and best practices.
- Change Management & Enablement: Assist customers in navigating organizational and process changes by creating adoption strategies, delivering structured training, and reinforcing new workflows across various roles and teams.
- Training & Adoption: Conduct live and virtual training sessions, customize enablement materials for different user personas, and ensure customers feel empowered to utilize the platform in their daily operations.
- Ongoing Customer Support & Success: Act as a consistent point of contact after the go-live phase, monitor customer health, address any challenges, and assist clients in continuing to derive value as their needs evolve.
- Cross-Functional Collaboration: Work closely with Product, Support, and Sales teams to communicate customer feedback, identify common implementation hurdles, and continually enhance the onboarding and adoption experiences.

