Junior Customer Success Manager – Customer Onboarding Specialist
Role Overview
The Junior Customer Success Manager – Customer Onboarding Specialist is a full-time individual contributor role within the SMB Customer Success organization.
This role is focused on delivering exceptional onboarding experiences that drive rapid customer adoption and early value realization. As a Junior CSM, you will support a portfolio of SMB customers during their critical first 60 days, ensuring they successfully implement our solution, achieve early wins, and build a strong foundation for long-term success.
This position is ideal for someone who is passionate about helping customers get started, enjoys customer enablement and training, and is looking to build a long-term career in Customer Success.
Key Responsibilities
Customer Onboarding & Implementation
- Facilitate onboarding and implementation for new and migrating SMB customers, delivering product training, best-practice guidance, and hands-on support to accelerate time-to-value and platform proficiency.
- Conduct onboarding calls, implementation sessions, and training workshops to guide customers through setup, configuration, and initial use cases.
- Proactively support customers during their first 60 days to ensure successful adoption and early value realization.
- Troubleshoot common onboarding issues and guide customers toward effective next steps.
Customer Success Planning & Relationship Management
- Document customer objectives, business use cases, and success criteria during onboarding.
- Create onboarding plans in collaboration with Senior CSMs who will assume ownership after onboarding is completed.
- Build strong relationships with customer stakeholders during the onboarding phase, establishing trust and setting the foundation for long-term engagement.
- Monitor onboarding progress and customer health, identifying risks or delays and escalating concerns when necessary.
Cross-Functional Collaboration
- Respond to customer questions and requests during onboarding, coordinating with Support, Product, and Senior CSMs to resolve issues quickly.
- Collaborate with the broader Customer Success team to ensure smooth handoffs from Sales and successful transitions into ongoing account management.
- Contribute customer feedback and recurring onboarding challenges to internal teams to improve onboarding materials, processes, and product experience.
Reporting, Documentation & Process Improvement
- Track and report onboarding metrics such as:
- Time-to-First-Value (TTFV)
- Training completion
- Product adoption
- Early customer health scores
- Maintain accurate records of onboarding activities, customer interactions, and progress updates in CRM and Customer Success platforms.
- Support the development of onboarding playbooks, templates, and self-service resources based on frontline learnings.
- Assist with customer communications, educational content creation, and scaled onboarding initiatives such as webinars and help articles.
What We’re Looking For
We are looking for someone who is eager to learn, customer-focused, and excited about helping customers succeed during their first experiences with our platform.
Experience in customer-facing roles such as customer support, onboarding, training, or account coordination is valuable, but candidates with strong communication skills and a willingness to learn are strongly encouraged to apply.
Education & Experience
- Bachelor’s degree or equivalent practical experience in a customer-facing role (e.g., customer support, onboarding, training, account coordination, or similar).
- 0–2 years of experience in Customer Success, onboarding, customer support, training, or a related customer-facing role (preferred but not required).
- Familiarity with B2B SaaS, IoT, or technology products is an advantage, but not required.
Languages & Communication
- Fluent written and verbal communication in English and (other European language) (mandatory).
- Additional European language skills are an advantage (not mandatory).
- Strong communication, listening, and presentation skills, with the ability to explain technical concepts to non-technical audiences (mandatory).
Customer Success Skill Set
- Strong customer service mindset with a genuine passion for helping customers succeed.
- Ability to follow structured processes and onboarding playbooks while adapting to individual customer needs.
- Comfortable learning new software platforms and teaching others how to use them.
- Basic analytical skills with the ability to track progress, identify issues, and report on onboarding performance.
- Experience with CRM or customer engagement tools such as Salesforce, Salesloft, or Gainsight is a plus, but not required.
- Strong organizational skills and attention to detail, with excellent documentation habits.
Way of Working
- Strong organizational and time management skills, with the ability to manage multiple onboarding engagements simultaneously (mandatory).
- Proactive and self-motivated with a “can-do” attitude and willingness to take initiative.
- Team player who collaborates effectively across functions and geographies.
- Comfortable working in a fast-paced, dynamic environment and adapting to changing priorities.
Growth Mindset & Personal Attributes
- Growth mindset with a strong eagerness to learn, openness to feedback, and commitment to continuous improvement.
- Knowledge of AI tools and the ability to leverage them to improve customer experience and operational efficiency.
- Customer-centric attitude with a passion for creating positive customer experiences.
- Strong interest in building a long-term career in Customer Success.