- Own customer onboarding and activation
- Lead new customers through implementation: configuring the product for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows.
- Train customer teams on the product dashboard, analytics, call review, and configuration tools so they can self serve day to day.
- Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved.
- Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows.
- Drive retention and customer health
- Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data.
- Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them.
- Manage renewals and ensure customers continue to see value as their business and capabilities evolve.
- Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer.
- Identify growth and expansion opportunities
- Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases.
- Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration.
- Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth.
- Build the success function
- Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes.
- Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot).
- Contribute to building a knowledge base of best practices, FAQs, and self-service resources for customers.
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