Onboarding & Customer Success Catalyst

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

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.