Responsibilities:

Implementation & Onboarding:

• Lead end-to-end onboarding for new clients, from kickoff to go-live
• Develop and execute tailored implementation plans based on customer needs
• Coordinate with internal teams (Product, Engineering, Sales) to ensure a seamless setup
• Train end-users on platform features, functionality, and best practices

Customer Success & Retention:

• Serve as the primary point of contact for your customers post-implementation
• Proactively monitor client health, usage, and engagement
• Provide ongoing support, including troubleshooting and strategic check-ins
• Identify opportunities to upsell or expand usage based on client goals
• Manage renewals and ensure high retention and satisfaction

Process Improvement & Feedback:

• Document customer feedback and work with Product to inform roadmap decisions
• Contribute to internal knowledge bases and onboarding materials
• Identify opportunities to optimize implementation and customer success processes

Requirements:

• 2+ years experience in SaaS implementation, onboarding, or customer success
• Excellent communication and project management skills
• Comfort working with various customer stakeholders (technical and non-technical)
• Ability to translate customer needs into actionable solutions
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and support platforms (e.g., Zendesk, Intercom)
• Experience with onboarding tools or project management platforms is a plus

Nice to Have:

• Experience in SaaS industry, e.g., fintech, edtech, healthcare, etc.
• Technical aptitude or background (APIs, data integrations, etc.)
• Ability to work in a fast-paced, startup environment

What We Offer:

• What We Offer:Competitive salary and benefits
• Ownership opportunity in the company
• A collaborative and inclusive team culture
• Career growth opportunities