See the LinkedIn posting here. ‍

About the Role

The Onboarding Customer Success Manager ensures a seamless and successful onboarding experience for new MangoApps customers. Acting as the main coordinator for onboarding projects, including paid POCs, you will lead kick-off calls, create clear project plans, and manage communication with customers and internal teams.

Your role includes handling core domain setup, coordinating with extended teams for advanced tasks, conducting scheduled training sessions, and providing customers with comprehensive success plans. For complex deployments, you will lead weekly meetings with internal stakeholders to ensure alignment and progress.

After onboarding, you will transition customers to the Customer Success team, ensuring they are set up for long-term success. This role requires exceptional project management, communication, and customer relationship-building skills.

Key Responsibilities

Customer Onboarding & Implementation

• Act as the main coordinator for customer onboarding, including paid proof-of-concepts (POCs).
• Lead kick-off calls to align expectations and establish a project foundation.
• Create and maintain clear project plans and timelines for customer setup.
• Handle core domain setup and basic configurations without requiring deep technical expertise.
• Request branding, bulk updates, and other tasks requiring collaboration with extended teams.

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Customer Training & Enablement

• Conduct training sessions on a defined schedule to ensure customers are operational and confident using MangoApps.
• Develop and maintain official training courses and on-demand content to address repetitive customer requests.
• Update Know Your Customer (KYC) documentation and create detailed Success Plans for each client.

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Collaboration & Communication

• Manage communication with customers and internal teams to ensure clarity and progress.
• For complex deployments, lead weekly alignment meetings with internal stakeholders (CSM, SE, PM, Engineering, DevOps).
• Provide regular project updates and keep EAT (Engagement & Action Tracker) and project plans current.

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Handoff & Continuous Improvement

• Transition customers to the Customer Success team within two weeks of the first launch.
• Identify opportunities to improve the onboarding experience, reduce onboarding time, and enhance efficiency.
• Provide feedback to internal teams to address technical challenges and prioritize feature requests.

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Qualifications

Required Skills:

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related field.
• 2+ years of experience in a customer-facing B2B software role; SaaS experience preferred.
• Proven ability to manage multiple large-scale implementations and meet deadlines.
• Strong project management skills with attention to detail and timeline management.
• Excellent verbal and written communication skills; comfortable with email, phone, and video communication.
• Ability to explain complex processes and concepts to non-technical audiences.
• Familiarity with modern web tools, project management platforms, and documentation software.

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Preferred Skills:

• Experience with employee experience platforms or intranet solutions.
• Proficiency in creating and delivering training content.
• Bilingual proficiency (e.g., Spanish) is a strong plus.

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Must-Have Cultural Attributes

• Entrepreneurial: Thrive in a creative, agile environment and excited to make a significant impact.
• All-In: Fully committed to excellence and team success.
• Passionate: Excited about collaboration and delivering best-in-class customer experiences.
• Go-Getter: Driven to achieve goals with a “whatever it takes” approach.

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Why Join Us?

• Lead impactful onboarding projects that shape customer success.
• Collaborate with talented teams in a supportive, agile environment.
• Thrive in a role where your contributions directly drive customer satisfaction and retention.

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Benefits include:

• Flexible work arrangements.
• Comprehensive health and wellness benefits.
• Opportunities for professional growth and development.

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What is Working at MangoApps Like?

• Individual initiatives, accountability, and driving outcomes are key to success.
• Teamwork, diversity, and work-life balance are celebrated.
• Your career at MangoApps is defined by you—your growth has no limits.

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