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About the Role
Customer Onboarding
- Own the full onboarding journey from Sales handover to go-live — coordinating internally across Product, Tech, and Sales
- Build a Customer Success Plan for each account, aligned to the customer's agreed goals and use cases
- Run kickoff calls, manage backend platform configuration, and deliver product training sessions
- Ensure customers reach their first meaningful milestone as quickly as possible
- Spot and manage onboarding risks early
- Serve as the first point of contact for customer queries, issues, and requests received via email, chat, or call
- Triage incoming issues, log support tickets on Jira, and coordinate resolution with Product and Engineering
- Validate fixes in production before confirming resolution with customers — no false closures
- Communicate clearly and proactively to customers on ticket status, timeline...
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