Customer Success Onboarding Manager

Remitly • New York, NY

2d

About The Position

Reporting into the Customer Success & Delivery Leadership Team, the Onboarding Customer Success Manager is responsible for onboarding and implementing Brightmine products across the portfolio for both new and existing customers. This role ensures customers have a positive onboarding experience by delivering efficient, timely implementations tailored to customer needs. You will work closely with New Business, Customer Growth, and other Customer Success & Delivery team members to support customers during the early stages of their subscription. By developing a strong understanding of each customer’s requirements, you will help ensure successful product adoption and a smooth transition to ongoing account management.

Requirements

• Proven experience delivering high-quality customer service, including training customers or internal teams.
• Experience implementing and onboarding customized or bespoke customer products.
• Ability to meet deadlines and service level agreements while maintaining a strong focus on customer experience.
• Strong interpersonal and listening skills with a people-oriented mindset.
• Commercial awareness with the ability to work effectively with stakeholders at all levels, including C-suite leaders.
• Excellent time management skills and strong attention to detail.
• Ability to manage multiple workstreams simultaneously and adapt to changing priorities with a positive attitude.
• Analytical problem-solving skills with the ability to troubleshoot and source technical solutions.
• Proven ability to build and maintain strong relationships with both internal and external stakeholders.
• Highly motivated, proactive team player who can operate autonomously in an agile environment.

Responsibilities

• Deliver seamless onboarding experiences by executing customized implementation plans aligned to customer priorities across the Brightmine product portfolio.
• Gather and document client requirements by asking the right questions, executing on agreed priorities, and keeping customers informed of progress throughout onboarding.
• Act as a trusted advisor by working closely with customer stakeholders to develop and manage onboarding and implementation timelines that support onboarding objectives.
• Collaborate with external stakeholders to ensure they have the necessary information to successfully implement Brightmine products.
• Support customers through the full onboarding lifecycle, meeting agreed timelines and ensuring a smooth handover to the Account Manager.
• Deliver online and occasional in-person training sessions to improve user understanding and drive product adoption.
• Partner closely with New Business, Customer Growth, Customer Success & Delivery, and Data Operations teams to provide a proactive and high-quality onboarding experience, including support for data ingestion requirements.
• Troubleshoot customer issues and problem-solve in a repeatable, structured manner while supporting inquiries and ensuring appropriate user access.
• Maintain accurate and up-to-date records of all customer onboarding activities.
• Provide insights and analysis on onboarding trends and customer feedback to support ongoing process and product improvements that enhance onboarding efficiency.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed