Customer Success Manager - Onboarding
About the Role
We're looking for a Customer Success Manager, Onboarding to help customers succeed by building and executing scalable onboarding strategies at OpenPhone. In this role, you'll engage with customers through both personalized interactions and automated, data-driven touch points to drive activation and adoption. You'll leverage customer insights to optimize the onboarding experience, ensuring a smooth transition and long-term success. If you're passionate about creating impactful onboarding programs and thrive in a fast-paced environment, we’d love to hear from you!
Some of the things you’ll do:
Deliver high-touch and scaled 1:many onboarding experiences to activate admins and end users, ensuring they confidently adopt OpenPhone.
Leverage account and user level data, such as product usage, intent, company size, and revenue to segment customers and personalize engagement
Implement automated, proactive touch points across different channels to scale onboarding across one to many strategies (email cadences, in-app messages and webinars)
Customize implementation plans for key accounts based on individual customer requirements and industry best practices.
Ensure a seamless Sales-to-CS handoff by aligning on customer goals, standardizing the transition, and providing clear onboarding expectations.
Work closely with CS team members, Content and Support to define gaps of customer training content such as videos, webinars, help articles or guides to standardize onboarding playbooks
Iterate and improve on high-touch and scaled onboarding processes based on learnings, product usage, and account data to maximize activation
Be a customer advocate consolidating and sharing customer feedback & needs cross-functionally to ultimately improve retention and growth
Become a product expert (and power user) of OpenPhone. This involves not only understanding the features and benefits of our product but also being able to effectively identify how these can help optimize our customer’s workflows and improve their current processes
About you:
You have at least 2-3 years of experience in a customer-facing role, preferably in customer success or growth
You are analytical and experimental who can measure results to optimize your strategy
Exceptional project management skills to run multiple onboarding programs simultaneously (1:1 and at scale).
You are empathetic, customer-centric and focused on delivering exceptional client experience.
You are a confident and patient communicator who is sensitive to the needs of our customers.
You are creative and proactive problem solver who finds innovative ways to improve onboarding efficiency
You have hands-on experience with email automation, webinars, and in-app messaging tools to drive customer engagement and activation.
You have the technical aptitude to understand software functionality and troubleshoot basic technical issues
Compensation
The annual base salary range for this position in the US is $78,000 - $86,000 USD, and in Canada is $90,000 - $100,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.
The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of OpenPhone’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.
About the job
Apply for this position
Customer Success Manager - Onboarding
About the Role
We're looking for a Customer Success Manager, Onboarding to help customers succeed by building and executing scalable onboarding strategies at OpenPhone. In this role, you'll engage with customers through both personalized interactions and automated, data-driven touch points to drive activation and adoption. You'll leverage customer insights to optimize the onboarding experience, ensuring a smooth transition and long-term success. If you're passionate about creating impactful onboarding programs and thrive in a fast-paced environment, we’d love to hear from you!
Some of the things you’ll do:
Deliver high-touch and scaled 1:many onboarding experiences to activate admins and end users, ensuring they confidently adopt OpenPhone.
Leverage account and user level data, such as product usage, intent, company size, and revenue to segment customers and personalize engagement
Implement automated, proactive touch points across different channels to scale onboarding across one to many strategies (email cadences, in-app messages and webinars)
Customize implementation plans for key accounts based on individual customer requirements and industry best practices.
Ensure a seamless Sales-to-CS handoff by aligning on customer goals, standardizing the transition, and providing clear onboarding expectations.
Work closely with CS team members, Content and Support to define gaps of customer training content such as videos, webinars, help articles or guides to standardize onboarding playbooks
Iterate and improve on high-touch and scaled onboarding processes based on learnings, product usage, and account data to maximize activation
Be a customer advocate consolidating and sharing customer feedback & needs cross-functionally to ultimately improve retention and growth
Become a product expert (and power user) of OpenPhone. This involves not only understanding the features and benefits of our product but also being able to effectively identify how these can help optimize our customer’s workflows and improve their current processes
About you:
You have at least 2-3 years of experience in a customer-facing role, preferably in customer success or growth
You are analytical and experimental who can measure results to optimize your strategy
Exceptional project management skills to run multiple onboarding programs simultaneously (1:1 and at scale).
You are empathetic, customer-centric and focused on delivering exceptional client experience.
You are a confident and patient communicator who is sensitive to the needs of our customers.
You are creative and proactive problem solver who finds innovative ways to improve onboarding efficiency
You have hands-on experience with email automation, webinars, and in-app messaging tools to drive customer engagement and activation.
You have the technical aptitude to understand software functionality and troubleshoot basic technical issues
Compensation
The annual base salary range for this position in the US is $78,000 - $86,000 USD, and in Canada is $90,000 - $100,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.
The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of OpenPhone’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.