Note: The job is a remote job and is open to candidates in USA. Placer.ai is looking for a talented Customer Success Manager-Onboarding Specialist who will help onboard our new customers and ensure they accelerate time to value. A successful candidate will be analytical, resourceful, customer-focused, team-oriented, and will have an ability to work under time constraints to meet deadlines.
Responsibilities
- Own the onboarding process from when a Customer is signed on to when they complete their first use case
- Manage a portfolio of concurrent onboarding accounts across the mid-market accounts, prioritizing effectively across competing timelines
- Host kickoff calls, use case workshops, and training sessions to drive adoption of the platform to support the customer’s key use case
- Partner closely with cross-functional teams — Sales/AEs (on handoff), Support, Product, and the Account/Customer Success Managers who own the long-term relationship — to ensure a seamless transition
- Ensure the customer is set up for long-term success with Placer by ensuring they have all the resources needed and Placer’s systems are up to date
- Help build out a repository of curriculum to support the key use cases requested by our customers
- Success in role will be determined by # of kickoff calls that were within 2 weeks of starting, % of customers onboarded in 90 days, number of working sessions achieved, documented use case wins, and CSAT of onboarding experience
Skills
- Experience onboarding customers in a SaaS platform in a remote environment
- Empathetic listener and can help identify tangible goals for each customer
- Ability to handle a fast paced environment with competing priorities
- Excellent attention to detail and organizational skills
- Entrepreneurial spirit, a self-starter, who is internally driven to make an impact on both the customer and a growth directed organization
- Experience working with cross-functional teams and projects
- 4+ years of customer success experience
- Demonstrated experience in presenting complex data in understandable ways to address customers business questions
- Demonstrated experience using analytical tools to measure performance, determine improvements and innovations, and make adjustments accordingly
- BA/BS degree
- Experience onboarding customers in one or more of our core verticals (retail, CRE, restaurant, CPG, hospitality/tourism, civic/government)
- Familiarity with location analytics, geospatial, or foot-traffic data
- Experience building onboarding playbooks, mutual action plans, or health-scoring frameworks
Benefits
- Medical, dental and vision coverage
- Flexible time off
- 401K
- Equity awards for certain roles
- Fully remote
Company Overview