Customer Success Manager/Onboarding Manager at Coconut VA | Torre
Customer Success Manager/Onboarding Manager
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Coconut VA

Customer Success Manager/Onboarding Manager

Coconut VA
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You'll empower small businesses by optimizing their journey from setup to successful platform adoption.
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Full-time

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Shared by
Paulina Romero Moreno
 about 2 months ago

Requirements and responsibilities

About the RoleWe’re looking for a Customer Success Manager / Onboarding Manager to lead customer onboarding, activation, and implementation workflows. This role is ideal for someone who thrives in customer-facing environments and can confidently guide clients through setup, integrations, and onboarding success.Key ResponsibilitiesRun onboarding calls and guide customers through setup and configurationManage onboarding workflows from kickoff through activation completionSupport CRM integrations and troubleshoot common setup issuesCoordinate onboarding handoffs between Sales, Customer Success, and internal teamsTrack onboarding progress, blockers, and customer activation milestonesMaintain accurate onboarding records and reporting inside CRM systemsImprove onboarding playbooks, SOPs, templates, and workflows over timeFollow up with customers to ensure adoption and successful platform usageEscalate technical or operational issues with clear documentation and contextHelp create a smooth, high-quality onboarding experience without sounding roboticTools You'll UseGoHighLevelSlackNotionLoomGoogle WorkspaceServiceTitan, Jobber, Housecall Pro, AccuLynx, or similar CRM/service platformsWhat We’re Looking ForNon-Negotiables:2–4 years of experience in SaaS onboarding, customer success, implementation, or account managementComfortable leading live customer calls and screen-sharing sessionsStrong written and verbal communication skillsHighly organized with strong follow-through and attention to detailComfortable troubleshooting customer setup and workflow issues in real timeNice to Have:Experience working with field service or home service software platformsFamiliarity with CRM integrations and workflow automation toolsStrong process improvement mindsetComfortable in startup environments where systems are still evolvingAbility to explain technical concepts clearly to non-technical customers
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