Onboarding and Customer Success Manager

Glassbox; Norwich; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Glassbox in the United Kingdom is seeking an Onboarding and Customer Success Manager to bridge the gap between sales and long-term customer value. You will own the initial onboarding, run kickoff meetings, coordinate deployments, and train users across admins, end-users, and executives.

You will transition customers to ongoing CSMs or continue managing them, align with Sales and Support, monitor health, conduct EBRs/QBRs, and pursue expansion opportunities while maintaining strong relationships.

Qualifications

• 3+ years onboarding project management experience.

Responsibilities

• Lead post-sale onboarding kickoff meetings and align on customer goals.
• Guide customers through technical setup and deployment best practices.
• Deliver comprehensive product training for admins, end-users, and executive sponsors.
• Monitor early adoption metrics and address bottlenecks to achieve value within onboarding window.
• Define graduation criteria and coordinate handoffs to a dedicated ongoing CS.
• Manage ongoing relationships, conduct EB/Rs or QBRs, and identify expansion opportunities.

Skills

Onboarding experience

Customer success

Hybrid skillset

Technical aptitude

Communication

CRM/CS tools

Project management

Tools

Salesforce

Gainsight

ChurnZero

Zendesk

Asana

Monday.com

Smartsheet

Job description

The Company
Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.

The Company
Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.
Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.

The Opportunity

We are seeking a highly organized and customer-centric Onboarding and Customer Success Manager (CSM) to join our team in a dynamic, hybrid role. This position serves as the critical bridge between the sales cycle and long-term customer value. Your primary focus will be owning the initial onboarding phase-acting as a project manager to ensure new customers are successfully implemented, trained, and realizing time-to-value as quickly as possible.

Because our account distribution is highly adaptable, the post-onboarding lifecycle will vary. Depending on the customer segment, product tier, and team capacity, you will either formally transition the customer to a dedicated ongoing CSM upon successful deployment, or you will retain the account and manage their long-term success and growth. You must be equally adept at rigorous project management and long-term relationship building.

What You Will Do?

Implementation & Onboarding (All Accounts)

• Project Management: Lead post-sale kickoff meetings, align on customer goals, and develop tailored, time-bound onboarding project plans.
• Platform Implementation: Pair with technical counterparts to guide customers through technical setup, integration configurations, and best practices to ensure a flawless deployment.
• Training & Education: Conduct and schedule comprehensive product training sessions tailored to various user personas (e.g., admins, end-users, executive sponsors) to drive immediate platform adoption.
• Time-to-Value Delivery: Monitor early adoption metrics and proactively address bottlenecks to ensure customers achieve their first defining moment of value within the targeted onboarding window.

Account Transition & Handoffs

• Milestone Evaluation: Define and evaluate clear "graduation" criteria to determine when an account has successfully completed onboarding.
• Internal Alignment: Collaborate with Sales, Support, CX, and the broader CS team to determine post-onboarding account ownership.
• Seamless Handoffs: For accounts moving to a different CSM, prepare comprehensive handover documentation detailing the customer's goals, current health, potential risks, and technical setup, facilitating a warm introduction and smooth transition.

Ongoing Customer Success (For Retained Accounts)

• Relationship Management: Serve as the trusted advisor and primary point of contact for a designated portfolio of post-onboarding customers.
• Strategic Reviews: Conduct Executive Business Reviews (EBRs) / Quarterly Business Reviews (QBRs) to demonstrate ROI, align on upcoming business objectives, and introduce relevant new features.
• Retention & Growth: Identify expansion opportunities (upsells/cross-sells) and partner with Sales to execute them.
• Health Monitoring: Continuously monitor customer health scores, proactively identifying churn risks and building robust mitigation strategies.
• Customer Advocacy: Identify successful customers to participate in case studies, webinars, and referral programs.

What You Will Need?

• Onboarding Experience: 3+ years of experience in onboarding project management.
• Customer Success Experience: 3+ years of experience in Customer Success, Implementation, or B2B SaaS Account Management.
• Hybrid Skillset: Demonstrated ability to act as both a structured project manager (driving timelines and deliverables) and an empathetic relationship manager (driving long-term strategy).
• Technical Aptitude: Strong ability to understand complex software, articulate basic setup issues to the appropriate parties in a timely manner, and clearly explain technical concepts to non-technical stakeholders.
• Communication: Exceptional verbal and written communication skills; highly comfortable leading video presentations and executive-level meetings.
• Tools: Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Zendesk) and project management software (e.g., Asana, Monday.com, Smartsheet).
• Adaptability: Comfort operating in a flexible environment where account ownership and daily priorities can shift based on business needs.
• BSFI: Experience in the BFSI field is a plus.

Our Commitment

At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, age, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.

If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.