Senior Customer Success Onboarding - Remote

Overview

The Senior Customer Success Onboarding plays a critical role in ensuring that new Vanilla customers quickly experience value from our platform. This team member supports the Premium Onboarding Program—focused on high-touch, higher ARR, often many license customers—by facilitating customized project management and a high-quality onboarding and training experience and providing proactive engagement to help customers reach early adoption milestones and value.

In Short

• Host Kickoff calls and customized training sessions for customers.
• Run dedicated customer office hours for large user groups.
• Maintain and update training materials for consistency and accuracy.
• Facilitate technical setup needs for customers.
• Send post-training follow-ups and collect customer feedback.
• Log and escalate customer questions or technical issues.
• Track onboarding progress in project software/tools.
• Collaborate cross-functionally with internal teams.
• Support user provisioning and setup tasks.
• Log customer issues and bugs for follow-up with R&D.

Requirements

• 5+ years of experience in customer onboarding/training or customer success.
• Strong verbal and written communication skills.
• Comfort with video conferencing and screen-sharing tools.
• Excellent attention to detail.
• Familiarity with project tracking tools is a plus.
• Passion for helping customers succeed.

Benefits

• Flexible paid time off policy and 10 paid holidays.
• Parental leave for all full-time employees.
• Medical, dental, and vision benefits for employees and families.
• 401K eligibility after one month of employment.
• Free estate planning documents.
• Budget for learning & development and home office setup.
• Paid parking or transit for hybrid and in-office employees.