Customer Onboarding & Success Manager (Seattle)

We are looking for a Customer Onboarding & Success Manager to join our team. In this position, you will own the customer onboarding experience from kickoff through go-live, ensuring new customers are set up for long-term success with our platform. You will also serve as a resource for ongoing customer support, stepping in to troubleshoot issues and answer questions as capacity allows.

This role is ideal for someone with a background in manufacturing or aerospace who understands the operational realities our customers face every day. You will bring that context to every training session, implementation plan, and support interaction — building trust and credibility quickly with technical and operations teams.

What You’ll Do

Customer Onboarding & Implementation

Lead end-to-end onboarding engagements, from initial kickoff through go-live, for new customers across manufacturing and aerospace industries.

Develop and manage implementation project plans, coordinating tasks, timelines, and stakeholders to keep projects on track.

Deliver web-based training sessions tailored to customer workflows, roles, and technical proficiency levels.

Partner with customers to configure the platform to match their quality and compliance processes.

Serve as the primary point of contact during the onboarding phase, proactively communicating status and resolving blockers.

Customer Support & Retention

Respond to inbound support inquiries, guiding customers through platform questions, workflow issues, and best practices.

Troubleshoot technical issues and escalate to internal teams when needed, ensuring timely resolution and clear customer communication.

Build lasting relationships with customer contacts to drive adoption, satisfaction, and long-term retention.

Monitor customer health signals and proactively reach out to customers who may need additional support or training.

Cross-Functional Contribution

Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to ongoing platform improvements.

Contribute to internal documentation, training materials, and support knowledge base articles.

Assist with product demonstrations and sales support activities as opportunities arise.

What We’re Looking For

Required

Verifiable U.S. citizenship (required for ITAR compliance with regulated customers)

3+ years of experience in customer success, implementation, training, or a related customer-facing role in a B2B software environment

Demonstrated ability to manage multiple concurrent onboarding or project engagements

Excellent verbal and written communication skills across phone, video, and email

Strong technical aptitude, with comfort learning and explaining complex software platforms

Fluency with modern productivity and AI tools (e.g., ChatGPT, Claude, Copilot) — actively uses them to accelerate research, communication, and day-to-day work

A customer-first mindset and genuine enthusiasm for solving problems and helping people succeed

Self-motivated, organized, and able to work independently in a remote environment

Strongly Preferred

Background in aerospace, defense, or precision manufacturing — either working in the industry or supporting customers within it

Familiarity with quality management concepts such as AS9100, FAI, FAIR, or supply chain compliance

Experience with tools such as Zendesk, HubSpot, Jira, SQL, Excel, or PowerPoint

Experience using AI or automation tools (LLMs, workflow automation, scripting) to streamline customer-facing work — drafting responses, summarizing tickets, generating training content

Requirements

Verifiable U.S. citizenship (ITAR compliance requirement)

Successful completion of a background check and employment verification