Customer Success Manager – Onboarding Manager

📋 Description

• Conduct onboarding calls lasting 20-30 minutes with new TradeRated customers.

• Guide customers through the setup of the company, technician roster, path configuration, and relevant CRM integration steps.

• Collect and verify essential setup details during the call.

• Establish clear expectations regarding subsequent steps and customer responsibilities after the call.

• Ensure that each customer achieves onboarding-complete status or has a well-documented obstacle and next steps outlined.

• Verify that the pre-call form is completed prior to the onboarding session.

• Review information provided by the customer and pre-configure setups where possible.

• Confirm attendance of the appropriate customer stakeholders.

• Collaborate with Sales for smooth transitions during the initial customer cohort.

• Assist customers in setting up CRM integration for supported systems.

• Resolve common setup or integration challenges in real-time.

• Maintain up-to-date knowledge of supported CRM integrations.

• Propel customers towards activation, initially defined as capturing the first verified review.

• Aid customers in completing essential actions to start utilizing TradeRated.

• Monitor whether customers have finalized their first technician setup.

• Follow up with newly onboarded customers to verify their activation status.

• Consistently implement the established onboarding playbook across all customers.

• Document friction points, customer inquiries, and recurring setup challenges.

• Receive customer handoffs from Sales with comprehensive context.

⛳️ Requirements

• 2-4 years of experience in SaaS onboarding, implementation, customer success, account management, support, or technical customer-facing roles.

• Comfortable conducting live customer calls and screen sharing sessions.

• Exceptional written and verbal communication skills.

• Strong organizational abilities and meticulous attention to detail.

• Technically inquisitive and adept at quickly learning new software.

• Proficient in navigating basic CRM/admin workflows, integrations, API, or OAuth-style setup processes, and customer configuration tasks.

• Capable of translating technical concepts for a non-technical audience.

• Composed and self-assured in customer-facing interactions, especially during real-time troubleshooting.

• Familiar with CRM and workflow tools such as GoHighLevel, Notion, Slack, Loom, and Google Workspace.

• Experience with trades, home services, field service software, ServiceTitan, Jobber, Housecall Pro, AccuLynx, or similar platforms is highly advantageous.

• Comfortable working in a dynamic startup environment where processes are still evolving.

🏝️ Benefits

• Competitive Salary – We value your skills and experience with an attractive compensation package.

• 13th Month Pay – Enjoy an additional month’s salary—who doesn’t appreciate a bonus?

• Paid Time Off – Recharge with 12 days of PTO to utilize as you wish—be it vacation, self-care, or simply a break!

• US Holidays Off – Benefit from 12 paid US holidays throughout the year.

• Maternity & Paternity Leave – We support growing families with dedicated parental leave.

• Comprehensive Healthcare – We ensure you and your family are well-covered with quality healthcare benefits.

• Life Insurance – Our full-time HMO plan includes life insurance for added peace of mind.

• Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

• Milestone Gifts & Birthday Treats – We celebrate your achievements and enhance your special day!

• Exciting Team Experiences – Enjoy activities like island getaways, virtual town halls, and regional meetups—because work should also be enjoyable!

• Stay Connected – Join a supportive network where you can learn, grow, and connect with amazing individuals.