Vanilla Technologies is hiring a Senior Customer Success Onboarding professional to ensure new customers quickly experience value from our platform. You will support our Premium Onboarding Program by facilitating customized project management, high-quality onboarding and training, and proactive engagement.
What You'll Do
- Host Kickoff calls, customized training sessions, and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices.
- Run dedicated customer office hours for large user groups to support users needing extra help.
- Maintain and update training materials (videos, guides, decks, user documentation) for consistency and accuracy.
- Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay current.
- Facilitate technical setup needs (e.g., SSO, IP whitelisting).
- Send post-training follow-ups, collect customer feedback, and confirm next steps.
- Identify customers showing signs of low engagement and flag them for follow-up.
- Log and escalate customer questions or technical issues to Customer Care or Product/Engineering teams.
- Track onboarding progress in project software/tools, ensuring all milestones and tasks stay on schedule.
- Collaborate cross-functionally with AE, CSM, Customer Care, and Product/Engineering teams.
- Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators.
- Support user provisioning and setup tasks to speed up customer activation.
- Log customer issues and bugs for follow-up with R&D in appropriate tools (e.g., Jira).
What We're Looking For
- 5+ years of experience in customer onboarding/training, customer success, or customer support.
- Experience ideally in a SaaS or service-oriented environment.
- Strong verbal and written communication skills with a friendly, clear, and professional tone.
- Comfort with video conferencing and screen-sharing tools to guide customers.
- Excellent attention to detail and ability to follow structured processes.
- Passion for helping customers succeed and curiosity to learn about the Vanilla platform.
Nice to Have
- Familiarity with project tracking tools (e.g., GUIDEcx, Totango, Salesforce).
Team & Environment
You’ll join Vanilla’s Customer Onboarding Team and collaborate closely with AEs and CSMs.
Benefits & Compensation
- Compensation: $110,000 to $130,000 + equity
- Flexible paid time off policy and 10 company-wide paid holidays
- Parental leave: 4 weeks for all full-time employees and up to 12 weeks for birthing parents
- Medical, dental, and vision benefits coverage for employees and their families
- 401K eligibility after one month of employment
- Free estate planning documents
- Budget for learning & development and home office setup
- Paid parking or transit for hybrid and in-office employees
Work Mode
This is a remote position open to candidates in Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, and Washington.
Vanilla Technologies Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
