Customer Onboarding Specialists

About the role

Tofu is looking for a proactive, fast-moving, and empathetic Customer Onboarding Manager that will work closely with our customers during the first few months as they onboard to Tofu. Ideally this person has experience with martech/salestech products and complex SaaS products. You'll play a critical role in defining many of our GTM decisions including improving and documenting our onboarding process, helping diagnose and resolve technical issues, pilot to annual contract conversion, customer adoption and satisfaction, and translating customer feedback and bugs to the product and engineering teams.

Responsibilities

• Work directly with each new customer to create their first campaigns and show ROI as quickly as possible
• Own and run all customer onboarding (first few months) processes and ultimately make the customer successful by having them actively use Tofu within this period
• Work with sales to understand the nuances of each customer and proactively tailor onboarding experiences to the needs of each customer
• Perform regular check-ins as well as ad hoc meetings with all new customers to solicit feedback, answer questions, and support product usage during the first few months
• Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
• Partner with Sales to narrow and refine ICP and help inform the overall sales process

Qualifications

• 3+ years of enterprise CSM/AM/Onboarding experience. Bonus points for people with experience in Marketing/Sales tech
• Previous startup experience helpful but not required
• Proven track record of driving customer adoption and success within enterprise SaaS
• Strong understanding of Customer onboarding best practices, methodologies, and tools
• Data-driven mindset with attention to detail and documentation
• Deep level of customer empathy and patience
• Comfortable with technical concepts and working with product/engineering teams
• Proactive, self-starter who is comfortable with autonomy but knows when to lean on other people

Benefits

• Competitive salary and equity compensation
• Comprehensive health, dental, and vision insurance plans
• 401k plan
• Unlimited PTO
• Extreme opportunities for professional ownership and growth
• Highly collaborative and high-performing work environment