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FERMÀT · 3 weeks ago

Customer Success Manager, Onboarding

NYC

Full-time

Hybrid

New Grad, Entry Level

FERMÀT is an AI native commerce platform focused on optimizing shopping experiences and enhancing shopper engagement. The role involves managing the onboarding process for mid-market customers, ensuring they see early ROI and are set up for success as they begin to use the platform.

E-CommerceShoppingSocial Media Marketing

Responsibilities

Own the sales → onboarding handoff and make sure scope, goals, and success metrics are clear

Run light technical setup (any third-party tools/required integrations)

Run the kick off call + build a tailored onboarding plan, setting the first testing roadmap following segment best practices

Lead kickoff, then run weekly customer calls until the account is truly “at scale”

Track and drive onboarding metrics: time-to-live, usage, channel activation all available in Looker dashboards

Help customers launch their first automations/experiments and interpret early performance + ROI signals

Use AI tools to move faster: summarize insights, draft materials, analyze patterns, and improve workflows

Build and iterate playbooks, checklists, and templates so onboarding gets faster and cleaner over time

Spot friction in the journey, propose fixes, and push improvements through cross-functionally

Partner closely with Growth + Sales + Product to improve outcomes and tighten the loop

You’ll be measured on onboarding outcomes like time to go live, opt-in volume, and product usage/activation across your book of business

Manage an onboarding book of ~20 mid-market customers

Qualification

Customer onboardingMetrics trackingTechnical setupAI tools proficiencyOrganizational skillsHigh EQScrappy executorComfortable in ambiguityCustomer-facing experience