Customer Success Manager
Job Description
This role is ideal for someone with a background in customer-facing implementation, consulting, onboarding, or operational enablement who enjoys working closely with customers to understand how their business works today and guide them through meaningful change. You will partner with customers to translate their existing processes into scalable workflows, lead implementation and training efforts, and help teams adopt new ways of working.
Many of our customers are adopting a modern SaaS platform for the first time. Success in this role requires empathy, structure, and the ability to break down complex concepts into practical, actionable steps. You will act as a trusted guide throughout the customer journey, helping teams move from manual or fragmented systems to a more connected and efficient operating model.
- Customer Onboarding & Implementation: Lead customer onboarding and implementation efforts by gathering requirements, defining success criteria, and managing project timelines to ensure a smooth and timely go-live.
- Process Discovery & Mapping: Work directly with customer teams to understand current state workflows, document operational processes, and design future state workflows that align with our platform and best practices
- Change Management & Enablement: Support customers through organizational and process change by developing adoption plans, delivering structured training, and reinforcing new workflows across different roles and teams.
- Training & Adoption: Facilitate live and virtual training sessions, tailor enablement materials to different user personas, and ensure customers feel confident using the platform in their day-to-day operations.
- Ongoing Customer Support & Success: Serve as a consistent point of contact post go-live, monitoring customer health, addressing challenges, and helping customers continue to realize value as their needs evolve
- Cross-Functional Collaboration: Partner closely with Product, Support, and Sales to share customer feedback, identify common implementation challenges, and continuously improve onboarding and adoption experiences.
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 working directly with customers to understand business processes, gather requirements, and support workflow or system changes.
- Exposure to change management or technology adoption initiatives, particularly in organizations transitioning from manual, legacy, or non-integrated systems.
- Strong communication and facilitation skills, with the ability to explain technical or operational concepts in clear, practical terms.
- Comfortable managing multiple customer engagements simultaneously while maintaining attention to detail and follow-through.
- Curious, empathetic, and solution-oriented, with a genuine interest in helping customers improve how they work.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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