Client Success Architect: Onboarding & Growth

Bernardhq; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Bernardhq is seeking a proactive Client Success professional to be the first dedicated CS hire. You will own the entire post-sale relationship, including onboarding, activation, support, expansion, and retention, while building a scalable function from zero.

Your customers are appliance repair company owners and dispatchers. You will earn their trust, tailor the product to their workflow, and prove ROI with real numbers, becoming the single point of accountability for their success.

Qualifications

• End-to-end onboarding experience for customers.
• Proactive account health checks and retention focus.
• Ability to build and document kill-and-win playbooks.
• Bridge between customer needs and product/engineering.

Responsibilities

• Own end-to-end onboarding from contract to activation.
• Monitor account health and proactively manage at-risk accounts.
• Create onboarding and support playbooks from scratch.
• Surface product gaps and feedback to eng/PM teams.
• Identify expansion opportunities and drive retention metrics.
• Collaborate directly with CEO, CTO, and engineering.

Skills

Onboarding

Account management

Customer success

Cross-functional collaboration

Tools

HubSpot

Support platforms

Automation tools

Job description

Bernardhq is seeking a proactive Client Success professional to be the first dedicated CS hire. You will own the entire post-sale relationship, including onboarding, activation, support, expansion, and retention, while building a scalable function from zero.

Your customers are appliance repair company owners and dispatchers. You will earn their trust, tailor the product to their workflow, and prove ROI with real numbers, becoming the single point of accountability for their success.