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Customer Success Manager at hireframe | Remote

hireframeRemote — Philippines
Remote Full-time

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Experience Level

Experience

Qualifications

Requirements:BA/BS or Graduate Degree (Preferred)2 to 4 years of experience in customer success, implementation, onboarding, professional services, operations consulting, or a related customer-facing role within a B2B SaaS or technology-enabled company. Hands-on experience collaborating with customers to understand their business processes, gather requirements, and support workflow or system modifications. Familiarity with change management or technology adoption initiatives, especially in contexts where organizations are transitioning from manual, legacy, or non-integrated systems. Excellent communication and facilitation abilities, with the aptitude to articulate technical or complex information in an understandable manner.

About the job

We are seeking a dedicated Customer Success Manager who excels in customer-facing roles like implementation, consulting, onboarding, or operational enablement. This position is perfect for individuals who enjoy collaborating closely with clients to comprehend their current business processes and assist them in navigating significant transformations. You will collaborate with customers to convert their existing workflows into scalable solutions, spearhead implementation and training initiatives, and promote the adoption of innovative work methodologies.

Many of our clients are transitioning to a modern SaaS platform for the first time. To thrive in this position, you need to possess empathy, organization, and the capability to simplify complex concepts into actionable steps. You will serve as a trusted advisor throughout the customer journey, guiding teams from manual or disjointed systems to a more integrated and efficient operational framework.

  • Customer Onboarding & Implementation: Oversee customer onboarding and implementation by gathering requirements, establishing success criteria, and managing project timelines to ensure a seamless and punctual launch.
  • Process Discovery & Mapping: Engage directly with customer teams to analyze current workflows, document operational processes, and design future workflows that are in line with our platform and best practices.
  • Change Management & Enablement: Assist customers in navigating organizational and process changes by creating adoption strategies, delivering structured training, and reinforcing new workflows across various roles and teams.
  • Training & Adoption: Conduct live and virtual training sessions, customize enablement materials for different user personas, and ensure customers feel empowered to utilize the platform in their daily operations.
  • Ongoing Customer Support & Success: Act as a consistent point of contact after the go-live phase, monitor customer health, address any challenges, and assist clients in continuing to derive value as their needs evolve.
  • Cross-Functional Collaboration: Work closely with Product, Support, and Sales teams to communicate customer feedback, identify common implementation hurdles, and continually enhance the onboarding and adoption experiences.

About hireframe

hireframe is a forward-thinking company focused on enhancing customer experiences through innovative technology solutions. We are dedicated to empowering teams and organizations as they transition to modern SaaS platforms, ensuring they receive the support and guidance needed for successful implementation and sustained success.

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