Customer Success Manager

Summary

Join OpenPhone as a Customer Success Manager, Onboarding and help customers succeed by building and executing scalable onboarding strategies. You will engage with customers through personalized interactions and automated touchpoints to drive activation and adoption. Leverage customer insights to optimize the onboarding experience, ensuring a smooth transition and long-term success. You will deliver high-touch and scaled onboarding experiences, implement automated touchpoints, customize implementation plans, and ensure seamless Sales-to-CS handoff. You will also work with the CS team to improve customer training content and iterate on onboarding processes. Become a product expert and advocate for customer feedback.

Requirements

• Have at least 2-3 years of experience in a customer-facing role, preferably in customer success or growth
• Be analytical and experimental and able to measure results to optimize your strategy
• Possess exceptional project management skills to run multiple onboarding programs simultaneously (1:1 and at scale)
• Be empathetic, customer-centric and focused on delivering exceptional client experience
• Be a confident and patient communicator who is sensitive to the needs of our customers
• Be a creative and proactive problem solver who finds innovative ways to improve onboarding efficiency
• Have hands-on experience with email automation, webinars, and in-app messaging tools to drive customer engagement and activation
• Have the technical aptitude to understand software functionality and troubleshoot basic technical issues

Responsibilities

• Deliver high-touch and scaled 1:many onboarding experiences to activate admins and end users, ensuring they confidently adopt OpenPhone
• Leverage account and user level data, such as product usage, intent, company size, and revenue to segment customers and personalize engagement
• Implement automated, proactive touch points across different channels to scale onboarding across one to many strategies (email cadences, in-app messages and webinars)
• Customize implementation plans for key accounts based on individual customer requirements and industry best practices
• Ensure a seamless Sales-to-CS handoff by aligning on customer goals, standardizing the transition, and providing clear onboarding expectations
• Work closely with CS team members, Content and Support to define gaps of customer training content such as videos, webinars, help articles or guides to standardize onboarding playbooks
• Iterate and improve on high-touch and scaled onboarding processes based on learnings, product usage, and account data to maximize activation
• Be a customer advocate consolidating and sharing customer feedback & needs cross-functionally to ultimately improve retention and growth
• Become a product expert (and power user) of OpenPhone. This involves not only understanding the features and benefits of our product but also being able to effectively identify how these can help optimize our customer’s workflows and improve their current processes

Benefits

• Equity
• Extensive medical coverage
• A monthly lifestyle stipend
• A flexible PTO policy
• Fully remote work