Customer Success Manager, Onboarding

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct personalized one-on-one onboarding sessions with newly registered subscribers.

• Gain insight into subscribers' investment objectives and assist them in creating, importing, or connecting portfolios and accurately adding holdings.

• Guide customers through essential product features, including Snowflake analysis, Screener, Discover, watchlists, and alerts.

• Manage welcome communications, check-ins, onboarding calls, and follow-ups.

• Reach out proactively to subscribers who have not completed key onboarding tasks or are not deriving value from the platform.

• Collect ongoing customer feedback regarding feature gaps, usability challenges, portfolio issues, and customer expectations.

• Convert customer feedback into structured insights for the Product team.

• Link onboarding activities to the 30/60/90-day Customer Success lifecycle.

• Promote early activation and product usage.

• Meet the target for new subscribers activated and receiving value within their first 14 days.

• Collaborate with the Customer Experience Manager, Customer Success, Product, Marketing, and Engineering teams.

• Assist in developing the onboarding playbook as subscriber numbers increase.

⛳️ Requirements

• Proven experience in customer success, onboarding, account management, or a similar customer-facing role, preferably within a subscription or SaaS environment.

• Highly organized, capable of managing multiple onboarding discussions without overlooking important details.

• Excellent written and verbal communication skills, with the ability to explain product features clearly and confidently.

• A customer-centric mindset; adept at quickly building rapport and facilitating customer success.

• Quick learner of new tools and technologies.

• Familiarity with CRM or customer success platforms like Intercom or Zendesk is advantageous, though not mandatory.

• A genuine interest in financial markets and investing, or a willingness to learn.

• Eagerness to grow alongside the business.

🏝️ Benefits

• Flexible remote work: operate from the location where you are most productive.

• Share Club: receive cash to invest, a complimentary SWS subscription, and regular discussions about stocks with the team.

• Learning and Development fund: a commitment to your personal growth.

• Team events and hackathons.