Candidate Profile

    Roo1518

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    About

    Seasoned Onboarding Specialist & Customer Success Manager with experience leading end-to-end SaaS client implementation cycles for US-based remote software companies. Skilled in conducting client facing onboarding calls, customizing platform workflows, driving product adoption, and delivering scalable, consistent client experiences. Technically proficient in CRM systems, automation tools, and workflow configuration, with a strong focus on client success, process improvement, and remote collaboration.

    Proficient in

    Team Leadership & Staff DevelopmentStrong Decision makingCross-Functional Team CollaborationWorkforce PlanningCampaign Strategy & ExecutionMulti-Channel Sales ManagementBusiness DevelopmentPerformance Monitoring & KPI ManagementData-DrivenPerformance ReportingOperationsSalesStrategic Planning & Project ManagementProcess OrientedOnboardingCompliance OversightLegal & Contract ComplianceBudgeting & Cost ControlQuality AssuranceFacilitation SkillsCustomer RetentionStakeholder & Client EngagementTrainingCoaching & Skills DevelopmentInsurance ExpertiseDigital Marketing Strategy
    International

    Yes

    Availability

    Part Time or Full Time

    Experience

    10 years

    Previous Roles

    3

    Work History

    Customer Success Manager & Onboarding Specialist
    Strategic Partner
    Co-Owner & Operations Manager

    Key Responsibilities in Most Recent Role

    Job Title: Customer Success Manager & Onboarding Specialist

    10 years
    • Key Responsibilities: Client Onboarding: SaaS onboarding; Lead end-to-end onboarding calls independently and guide new clients through the full implementation journey from sign-up to campaign launch
    • Conduct client-facing implementation calls on camera; Develop clear onboarding plans for clients
    • Implement campaigns from start to finish
    • Manage technical setup, clarify expectations, and ensure all required information is gathered efficiently
    • Tailor and customize client strategies to maximize performance, scalability, and measurable outcomes.
    • Campaign Management: Provide structured communication and proactive follow-ups to ensure a smooth transition
    • Customize workflows
    • Maintain top-tier satisfaction scores for communication quality and measurable campaign impact
    • Monitor campaign performance
    • Ensure each campaign contributed to measurable revenue growth
    • Client check-ins
    • Retention Management: Drive retention through personalized WOW experiences and milestone recognition
    • Increase client retention through proactive strategy, clarity, and consistent relationship management
    • Build strong relationships with clients and stakeholders
    • Proactively answer client questions and provide support
    • Revenue Growth & Upsell Strategy: Identify upsell opportunities aligned with client capacity, growth stage, and long-term vision; Identify potential opportunities.
    • CRM Integrations & Account Operations Management: Maintain accurate CRM documentation, manage campaign timelines, and proactively flag accounts requiring additional support
    • Maintain accurate client data and campaign details using CRM and internal software tools
    • Support production by working with the fulfillment team
    • Manage daily tasks and inboxes related to team and client requests
    • Cross-Functional Collaboration
    • Collaborate with Operations Manager, Fulfillment and internal teams as well as external partners to provide prompt updates on campaign status, performance, and any arising issues
    • Closely support CEO to optimize campaign results and overall client outcomes
    • Account Management
    • B2B sales
    • Monitored assigned account performance against SLAs, KPIs, and service expectations
    • Ensure onboarding processes are followed to maintain consistency and quality
    • Facilitated and managed relationships with assigned client accounts to ensure satisfaction and retention
    • Support client account renewals
    • Lead Tracking: Track key metrics, analyze results, and submit internal reports to support data-driven decision-making
    • High quality tracking
    • Reporting & Analysis
    • Recommended and identify process and product improvements for scalability and efficiency
    • Contribute to refining operational SOPs
    • Identify risks
    • Contribute to new/side projects
    • Suggesting improvements and automation ideas to boost support efficiency

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