Customer Success Manager, Onboarding

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Requirements:

• At least 2-3 years of experience in a customer-facing role, preferably in customer success or growth.
• Analytical and experimental mindset with the ability to measure results.
• Exceptional project management skills to handle multiple onboarding programs.
• Empathetic, customer-centric approach with a focus on client experience.
• Confident and patient communication skills, sensitive to customer needs.
• Creative and proactive problem-solving abilities.
• Hands-on experience with email automation, webinars, and in-app messaging tools.
• Technical aptitude to understand software functionality and troubleshoot issues.

Responsibilities:

• Deliver high-touch and scaled onboarding experiences to activate admins and end users, ensuring they confidently adopt OpenPhone.
• Leverage account and user level data to segment customers and personalize engagement.
• Implement automated, proactive touchpoints across different channels to scale onboarding strategies.
• Customize implementation plans for key accounts based on customer requirements.
• Ensure a seamless Sales-to-CS handoff by aligning on customer goals and providing clear onboarding expectations.
• Work closely with CS team members to define gaps in customer training content.
• Iterate and improve onboarding processes based on learnings and account data.
• Consolidate and share customer feedback cross-functionally.
• Become a product expert to optimize customer workflows.