Customer Success Manager

As a Customer Success Manager, you will be joining a passionate team of Customer Experience professionals, developing customer relationships that promote retention and loyalty. You will be responsible for current client relationship management, as well as ensuring adoption and engagement with our platform.   

This position is a hybrid role working 2 days a week out of our Indianapolis HQ. 

What you’ll do: 

• Establish a trusted advisor relationship with customer stakeholders and executive sponsors to drive the value of OnBoard. 
• Develop a deep understanding of the platform features and solutions to ensure customers are leveraging the platform’s functionality to its fullest potential. 
• Understand customer business goals and objectives to ensure that clients derive maximum value from their investments in OnBoard and fully utilize the services on an ongoing basis. 
• Monitor customer usage to track adoption, opportunities for optimization, expansion, and at-risk early warning signs. 
• Proactively engage with existing customers periodically to promote customer relationships and ensure satisfaction with our product. 
• Serve as the voice of our customers cross-functionally, providing feedback and insights internally. 
• Help develop and update training documentation, presentations, and content that will help onboard new customers and provide continued value to all customers. 
• Work closely with our sales, product, marketing, engineering teams to develop and prioritize the customer experience. 

Who you are: 

• You are detail-oriented and have excellent project and time management skills. 
• You are a motivated self-starter with an understanding of key customer success concepts and a passion for working with customers. 
• You are an excellent communicator verbally and in writing. You can convey a vision and inspire customers with a sense of what is possible with OnBoard. 
• You enjoy working in a team, but also work well independently. 
• You are passionate about technology and being a part of a fast-growing SaaS company. 
• Resourceful and results-driven. You pick things up quickly and like to figure things out on your own. 
• You have excellent critical thinking and problem-solving abilities. 
• You have a proactive, solution-oriented attitude when tackling customer issues. 

What you bring: 

• 3+ years of proven experience in a customer-facing role at a technology solution managing customer engagements.
• Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
• Ability to work effectively under tight deadlines, prioritize and multi-task in a fast-paced environment.
• Ability to handle customer conversations at all levels, including direct or indirect negotiations.
• Excellent verbal, written, presentation and project management skills.
• Experience with cross-functional collaboration including Sales, Marketing, Support, Product/Development, and other internal teams.
• Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.