Junior Customer Success Manager
5 days ago
Reading
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., • 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., • 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., • 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. 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)., • Fluent written and verbal communication in English and [other European language] (mandatory)., • Additional European language skills are an advantage (not mandatory)., • 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 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., • 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.