Customer Onboarding & Operations Manager - Remote - US
RemoteFull-time5–7 yrsPosted 1 week ago
Senior customer support role at Michael Page India. Needs 5–7 years. Remote.
About the role
Reporting directly into the leadership team, you will: Diagnose process bottlenecks and implement operational improvements. We are looking for candidates who demonstrate: 5-7 years of experience within B2B SaaS environments. Proven success building onboarding or retention processes from scratch. Experience managing customer health, activation, retention and churn reduction initiatives.
What you'll do
- Own customer retention systems from scratch
- Design and continuously improve customer onboarding, activation and retention frameworks
- Build scalable lifecycle processes with clear milestones, health indicators and success metrics
- Monitor customer health and proactively identify adoption or churn risks
- Lead customer onboarding sessions and support critical escalations
What you need
- Onboarding
- Customer success
- Escalation handling
- HubSpot
- Problem solving