Senior Customer Onboarding Manager

Position Overview

We are seeking a highly skilled customer success manager focused on onboarding with outstanding technical aptitude, exceptional communication abilities, and a strong customer focus. The CSM will be responsible for onboarding new high-value customers immediately after conversion, understanding their desired outcomes and goals, and expediting their path to success. Serving as the primary contact for the first few months, you will collaborate with internal teams to facilitate consultative discussions and overcome any hurdles, ensuring a seamless and enjoyable onboarding journey. This is a full-time, remote role in a growing 24/7 global Customer Success team that takes care of Cloudways/DigitalOcean customers.

Key Responsibilities

• Maintain communication with new high-value customers via calls, emails, chats, etc.
• Understand customers' requirements and ensure they are met as quickly as possible.
• Give product demos and help customers realize early value.
• Proactively identify customers' health signals and up-sell opportunities.
• Act as the point of contact for six months after conversion and hand off customers to Customer Success Managers (CSM).
• Share customer feedback with internal teams for product improvements.
• Assist the team Manager in improving onboarding SOPs.
• Monitor and understand business KPIs.
• Provide technical guidance and product training.
• Develop and implement onboarding plans.
• Resolve technical issues that arise during the onboarding process.
• Track the customer's progress during onboarding and provide regular updates to internal teams.
• Offer feedback on how to improve the onboarding process and customer experience.

Required Qualifications

• Bachelor's degree in computer science, engineering, business, or a related field is preferred.
• Relevant work experience in customer support, customer success, or technical support roles.
• Strong understanding of the product or service used for onboarding customers.
• Familiarity with various Customer Success Metrics such as time-to-complete onboarding, lead qualification, churn, MRR, ARPU, expansion, and advocacy.
• Excellent verbal and written communication skills.
• Ability to understand and empathize with customers' needs and requirements.
• Strong analytical skills to identify trends and patterns in customer behavior or usage data.
• Experience working collaboratively with internal teams.
• A strong customer service mindset with effective questioning to uncover pain points and needs.
• Ability to manage and escalate customer issues and maintain attention to detail under pressure.
• Proficiency in working with data and analyzing metrics.
• A proactive approach to problem-solving with a desire for continuous learning and improvement.
• Strong sense of ownership and the ability to thrive in a fast-paced environment.

Benefits & Perks

• Competitive array of benefits including Employee Assistance Program and Local Employee Meetups.
• Flexible time off policy.
• Reimbursement for relevant conferences, training, and education.
• Access to LinkedIn Learning's 10,000+ courses.
• Salary range of $80,000 - $100,000 based on market data, relevant years of experience, and skills.
• Eligibility for a bonus based on company and individual performance.
• Equity compensation including equity grants upon hire and participation in the Employee Stock Purchase Program.