Onboarding Manager – Customer Success

When we sign an Enterprise hosting deal we enter into a partnership arrangement with the customer. Each deal is unique, offering different types (and degrees) of professional services (theming, custom plugin creation, mobile app development, etc). Between the signing and launch dates there are a number of different threads to be pulled together to ensure that the deadlines are met and the customer’s expectations are managed. Your job is to coordinate with the appropriate people to manage all those moving parts during the onboarding and implementation stage.

We’re looking for applicants in UTC -3 to UTC -7 timezones. Applicants in other timezones will not be considered (even if they are willing to adjust their working hours, we don’t think it’s healthy)

Your responsibilities will include:

 Every customer is different but as the primary point of contact for the customer, you can expect to spend your time carrying out some or all of the following tasks:

• Manage entire onboarding and implementation process with new customers, beginning to end – from sales handover to community launch
• Phone/video calls gathering customer requirements
• Conduct platform walkthroughs and customer training sessions
• Collaborate with Customer Projects team to coordinate engineering and design resources to ensure deadlines are met
• Documenting project details (for business continuity)
• Closing loops on internal processes (like invoicing)
• Advise customers on successful implementation of use cases
• Drive improvement in current onboarding processes and practices
• When you’re not busy managing customer onboarding you’ll pitch in with the rest of the team to keep the support inboxes empty and other various customer success team tasks
• You will also interact regularly with the public on https://meta.discourse.org

We’re looking for someone who:

• Works well independently and remotely with minimal amounts of day-to-day micromanagement. You should be comfortable managing your own time and prioritizing your own work
• Excellent verbal communication, you should expect to spend several hours per week talking directly to customers on calls.
• You must be comfortable keeping several balls in the air at once (sometimes there will be multiple customer onboardings on the go), but with the ability to find and focus on special projects during quieter times
• Our team is somewhat cross-functional so there will be times that you are required to perform more general customer service or administrative duties
• You have previous onboarding and customer success experience, ideally in a software environment. You have excellent working knowledge of our product (Discourse)

At Discourse, the ability to communicate well in writing is paramount. We use our own software, Discourse, for most communication and most of your interaction with customers and team members will be in writing. In order to live these values, we look for folks who are:

• Detail-oriented, proactive, and organized
• Able to make decisions quickly and communicate effectively
• Work well independently and remotely
• Kind to their co-workers
• Highly driven with an execution focus and a strong belief in our mission to make the internet a better place

About our Pay & Benefits

We believe that high-quality benefits make our team more effective. We’ve been thoughtful about our benefits package, which includes a completely flexible schedule, 5 weeks of vacation per year, funding for a co-working stipend, and much more!

Our Salary Framework is location and experience based and we’re happy to provide a range up front. We also give every employee a stake in the success of the business, regardless of seniority or role. All full-time employees are eligible to receive equity options in the company as part of our equity incentive program.

Lastly, we believe in having a welcoming workplace where people with diverse backgrounds and cultures can create something great together. We encourage you to apply, even if you don’t meet every qualification! Apply by sending a cover letter and resume to jobs@discourse.org.