About this role
Job Description:
• Build Scalable Onboarding Experiences: Design and maintain high-quality onboarding programs that help customers get up and running without requiring a dedicated CSM.
• Contribute to a Shared Book of Business (Digitally): Engage primarily through scaled channels (shared inbox, automated touchpoints).
• Develop and Maintain Customer Resources: Create and iterate on playbooks, help center content, and onboarding checklists.
• Build and Manage Automations: Identify opportunities to replace manual outreach with smart, triggered workflows.
• Monitor Customer Health at Scale: Track adoption signals and engagement data across your segment.
• Drive Retention and Expansion Programmatically: Contribute to retention and upsell outcomes through well-timed, relevant digital touchpoints.
• Run Scaled Customer Programs: Plan and execute recurring programs such as webinars and product updates.
• Collaborate Cross-Functionally: Work closely with Marketing, Product, and High Touch CS teams.
• Measure and Improve: Define success metrics for the programs you own and iterate based on data and feedback.
• Support Pre-Sales When Needed: Occasionally assist the Sales team with questions about onboarding expectations.
Requirements:
• 2+ Years in a Customer-Facing SaaS Role: You have experience in Customer Success, Account Management, or a related field at a SaaS company.
• Builder Mentality: You don't just respond to problems; you build systems to prevent them.
• Strong Written Communicator: Your written communication is clear, warm, and efficient.
• Data-Driven: You're comfortable working with customer health data, adoption metrics, and engagement signals.
• Technically Curious: You pick up new tools and platforms quickly.
• Project Management Skills: You can scope, plan, and execute medium-to-large projects independently.
• Collaborative and Coachable: You thrive in a team environment and actively seek feedback.
Benefits:
• Fully paid health & dental (no waiting period) + $500 health spending account.
• Monthly reimbursement for fitness, wellness, or mental health programs.
• Meaningful equity: Every full-time, permanent employee has a stake in our growth.
• Growth through merit: Advancement is based on contribution, initiative, and the ability to raise the bar - together.
• Candid culture: Clear expectations, honest feedback, and no politics.
• Social connection: From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.