Senior Customer Success & Onboarding Manager
Akiflow (company site, opens in a new tab)3+ yrsRemoteDirect career pageEst. 10–18 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own and conduct 3-5 onboarding calls daily, improving program metrics like call volume, no-show rates, and trial-to-paid conversion.
- Manage day-to-day Customer Success operations including support inbox, billing, refunds, escalations, and team coordination to ensure timely responses.
- Regularly analyze customer data and feedback to report key metrics and inform product team weekly; host user webinars and leverage AI tools for Customer Success efficiency.
Minimum Requirements
- At least 3 years experience in Customer Success, onboarding, or account management at a SaaS company, preferably B2C or prosumer with thousands of customers.
- Fluent spoken and written English at C2/native level with ability to communicate with North American users.
- Availability to cover most user calls between 12:00 and 21:00 UTC with flexible hours.
- Experience running onboarding or demo calls at volume and managing small teams across time zones.
Ideal Candidate Profile
- Experienced in B2C SaaS customer success or onboarding with a metrics-driven approach and ownership of outcomes.
- Comfortable working autonomously and managing multiple responsibilities in a fully remote environment.
- Skilled in analyzing funnels and data to drive decisions; adept at leveraging AI tools to enhance customer success operations.