Olelo AI | Founding Customer Success Manager, Onboarding at People Culture Talent | Torre
Olelo AI | Founding Customer Success Manager, Onboarding
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People Culture Talent

Olelo AI | Founding Customer Success Manager, Onboarding

People Culture Talent
Emma
Emma
You'll build the customer onboarding playbook, directly unlocking growth for an AI-powered startup.
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Emma of Torre.ai
 3 months ago

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NoteWe are recruiting on behalf of our valued client. This opportunity is for a position with their organization, not with People Culture Talent. We're excited to help connect talented professionals with this exceptional team!About OleloOlelo is transforming how automotive repair shops interact with customers through AI-powered voice agents. We've grown more than 20x ARR in 6 months by solving a real problem: shops are drowning in phone calls and losing customers due to poor communication. Our voice agents handle customer interactions, improve conversion, and free up shop owners to focus on fixing cars.We're not limited by demand, we're winning competitive bake-offs, building a powerful referral network, and corporate chains are interested in deploying across all their locations. The bottleneck is scaling our operations, and that's where you come in.The OpportunityYou'll be our first Customer Success Manager, owning the onboarding experience that currently bottlenecks our growth. This isn't typical SaaS customer success, you'll be building relationships with blue-collar business owners who run hands-on operations, speaking their language, and creating the playbook that scales us from hundreds to thousands of customers.Your success directly unlocks revenue. Break the onboarding bottleneck, and you break our growth ceiling.What You'll DoDesign, Build & Own OnboardingDesign and implement scalable customer onboarding processes from scratchEliminate manual bottlenecks that currently limit how many customers we can activateCreate documentation, workflows, and playbooks that others can followMeasure and optimize time-to-value for new customersDrive Feature Activation & AdoptionProactively guide customers through setup and configurationEnsure customers activate key features that drive retention and satisfactionIdentify and resolve blockers preventing full product adoptionBuild customer champions who become advocates in our referral networkRelationship ManagementBuild strong relationships with auto shop owners and managersServe as trusted advisor, not just support contactUnderstand their business challenges and connect them to product valueNavigate conversations with pragmatic, straight-talking business ownersCustomer Health & RetentionMonitor customer health metrics and take proactive actionIdentify expansion opportunities within existing accountsReduce churn through early intervention and issue resolutionGather feedback that informs product roadmapCross-Functional CollaborationPartner with engineering on product improvements based on customer feedbackWork with CEO on growth strategy and customer insightsInfluence onboarding automation features that scale your workWho You AreRequiredStrong communicator who can build rapport with blue-collar business owners (not corporate enterprise buyers)Proactive owner who doesn't wait to be told what needs doingProcess builder comfortable creating structure in early-stage ambiguityScrappy problem solver who finds creative solutions with limited resourcesStrongly PreferredExperience with B2B customer onboarding or implementationTrack record of building processes from 0-to-1Comfort with non-traditional/blue-collar customer segmentsPrevious startup experience (especially early-stage)Technical aptitude and ability to learn software quicklyYou'll Thrive Here If YouGet energized by talking to customers and solving their problemsLove building systems and seeing them work at scaleDon't need hand-holding or rigid structure to be productiveCan speak authentically with diverse types of business ownersWant your work to have direct, visible impact on company growthThis Isn't For You If YouNeed extensive training and hand-holdingPrefer polished enterprise SaaS environmentsWant clearly defined processes handed to youAren't comfortable with rapid change and iterationNeed work-life boundaries typical of larger companies
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