Customer Onboarding Manager

Split Software is an industry-leading Feature Delivery Platform which enables companies to embrace Impact-Driven Development across their engineering teams. We pair the speed and reliability of feature flags with data to measure the impact of every feature. By reducing development time, mitigating release risk, and quantifying impact, we free engineering teams to solve customer and business problems.

Are you passionate about ensuring customers embark on a seamless and successful journey with our platform? At Split Software, we're looking for a Customer Onboarding Manager to play a pivotal role in helping our customers achieve their outcomes quickly. Our feature management platform empowers companies to make data-driven decisions and accelerate development cycles.

As the Customer Onboarding Manager, you will expertly guide our valued customers through the onboarding process and interface with customer's engineering and infrastructure teams on integration topics/areas.

Reporting to the Director of Support and Services within our dynamic Customer Success team, you will lead the orchestration of customer onboarding, ensuring it's a flawless experience.

You'll have the opportunity to work closely with Sales, Support, Customer Success, and Product teams to create customized training, guidance, and support programs. By owning the coordination and approach for customer onboarding, you'll lay the foundation for lasting success and forge an essential link in the customer adoption and utilization journey. You’ll be a part of creating amazing customer success stories.

This role does not have direct reports. The ideal candidate will be based in a hybrid role within the Redwood City, CA or Boston, MA areas or in a remote role in Austin, TX or Denver, CO areas. The salary will be comprised of a base and bonus, and it will range from $126,000 to $155,000 depending on depth of skills and location. 

We Value the Journey: Your Days at Split

We make the most of every day acting with urgency and determination. 

Refine Our Onboarding Strategy:

• Develop tailored, efficient and scalable onboarding strategies based off customer segments by understanding their profile, unique needs, and goals.
• Collaborate with cross-functional teams, including Product Success, Learning & Development, and Support, to identify themes of customer need for training and knowledge, and streamline implementation and onboarding processes. You will partner with Product Success on content creation, but not be responsible for it.
• Effectively translate objectives from Sales and Customer Success into well-defined customer objectives, accelerating the path to adoption and reducing time to value.
• Take a metrics-driven approach, tracking key performance indicators such as time to adoption, achieving a 50% increase in efficiency, optimizing seat utilization, and more.

Client Onboarding and Training: 

• Develop onboarding plans featuring clear objectives and timelines for successful customer implementations, training, and engagements.
• Provide guidance and recommendations on platform technical configurations to achieve client use case and business process needs
• Deliver engaging training sessions, workshops, and relevant documentation to educate customers on maximizing value from Split’s feature flagging, measurement, and experimentation tools.

Continuous Improvement and Process Enhancement:

• Identify opportunities for enhancing onboarding processes by incorporating customer feedback, industry best practices, and internal insights.
• Display a proactive approach to problem-solving by intuitively identifying issues and devising efficient solutions without constant guidance.

Adaptability and Other Responsibilities:

• Be adaptable and willing to take on additional responsibilities as needed to drive efficiency, speed, and customer value.

We Believe in Bold: About You

Experimentation is core to our culture – let’s iterate til’ we win. 

Qualifications:

• Knowledge: Familiarity with DevOps concepts
• Experience: Experience in a client-facing role combined with technical product expertise (such as consulting, solution architecture, professional services, client solutions delivery or technical solutions management) 
  • Proven track record in customer success, customer onboarding, or account management in a SaaS company in delivering successful outcomes.
  • Skilled in setting up efficient onboarding programs and proven value of SaaS tools for customers. 
• Tools: Proficient experience with customer onboar