Customer Success Manager, Onboarding

For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why — despite the huge leaps we've taken in design and usability — does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.

We’re a new type of business phone with a mission to help people communicate better and be more productive.

We’re backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we’re excited that our customers have rated us the #1 VoIP Provider on G2.

OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. With thousands of happy customers and several rounds of funding in just five years, it's safe to say we're onto something big.

About the Role

We're looking for a Customer Success Manager, Onboarding to help customers succeed by building and executing scalable onboarding strategies at OpenPhone. In this role, you'll engage with customers through both personalized interactions and automated, data-driven touch points to drive activation and adoption. You'll leverage customer insights to optimize the onboarding experience, ensuring a smooth transition and long-term success. If you're passionate about creating impactful onboarding programs and thrive in a fast-paced environment, we’d love to hear from you!

Some of the things you’ll do:

• Deliver high-touch and scaled 1:many onboarding experiences to activate admins and end users, ensuring they confidently adopt OpenPhone.
• Leverage account and user level data, such as product usage, intent, company size, and revenue to segment customers and personalize engagement
• Implement automated, proactive touch points across different channels to scale onboarding across one to many strategies (email cadences, in-app messages and webinars)
• Customize implementation plans for key accounts based on individual customer requirements and industry best practices.
• Ensure a seamless Sales-to-CS handoff by aligning on customer goals, standardizing the transition, and providing clear onboarding expectations.
• Work closely with CS team members, Content and Support to define gaps of customer training content such as videos, webinars, help articles or guides to standardize onboarding playbooks
• Iterate and improve on high-touch and scaled onboarding processes based on learnings, product usage, and account data to maximize activation
• Be a customer advocate consolidating and sharing customer feedback & needs cross-functionally to ultimately improve retention and growth
• Become a product expert (and power user) of OpenPhone. This involves not only understanding the features and benefits of our product but also being able to effectively identify how these can help optimize our customer’s workflows and improve their current processes

About you:

• You have at least 2-3 years of experience in a customer-facing role, preferably in customer success or growth
• You are analytical and experimental who can measure results to optimize your strategy
• Exceptional project management skills to run multiple onboarding programs simultaneously (1:1 and at scale).
• You are empathetic, customer-centric and focused on delivering exceptional client experience.
• You are a confident and patient communicator who is sensitive to the needs of our customers.
• You are creative and proactive problem solver who finds innovative ways to improve onboarding efficiency
• You have hands-on experience with email automation, webinars, and in-app messaging tools to drive customer engagement and activation.
• You have the technical aptitude to understand software functionality and troubleshoot basic technical issues

Compensation

The annual base salary range for this position in the US is $78,000 - $86,000 USD, and in Canada is $90,000 - $100,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.

The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.

Salary is just one component of OpenPhone’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Who we are

As a fully remote company, we thrive asynchronously as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.

And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.

We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote