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Customer Onboarding Manager

3 months ago

San Mateo, United States Tofu Full time

About Tofu


Tofu is an early stage generative AI startup located in the SF Bay Area (San Mateo is our HQ) building a unified platform for creating hyper-personalized, omnichannel campaigns at scale that converts leads for B2B Marketing teams. We sell to mid-market and enterprise Marketing leaders and work closely with their demand generation, product marketing, and content teams. Our founders come from companies like Meta, Google, Twitter and Slack and have deep expertise both in the technical domain (AI/ML/NLP) and the business domain (B2B marketing), so we deeply understand the pain-points of our customers and understand how to apply technology to build a scalable product users love. We are backed by some of the top VCs in the Bay Area (Index Ventures, SignalFire, etc.), growing revenue and are well capitalized. 


About the Role

Tofu is looking for a proactive, fast-moving, and empathetic Customer Onboarding Manager that will work closely with our customers during the first few months as they onboard to Tofu. Ideally this person has experience with martech/salestech products and complex SaaS products. You’ll play a critical role in defining many of our GTM decisions including improving and documenting our onboarding process, helping diagnose and resolve technical issues, pilot to annual contract conversion, customer adoption and satisfaction, and translating customer feedback and bugs to the product and engineering teams. We are looking for a doer who loves working closely with customers (and product/eng), who loves getting in the weeds of products, and who can think 2 steps ahead to ensure the customer is successful and sees positive ROI as quickly as possible.


This role will offer high levels of ownership & autonomy, ability to work cross functionally with an extremely high-performing team, leadership skill development, and the opportunity to work within the generative AI software space. Our team is a group of kind, talented (yet very humble) people who move extremely fast, work very hard, and maintain a high level of intensity, but also understand that there is more to life than just work. Our team is all based in the Bay Area and work together in our office 3 days a week (we can move so much faster and build stronger team culture when we co-locate) so we are looking for someone who is based in the Bay Area. 


Responsibilities

  • Work directly with each new customer to create their first campaigns and show ROI as quickly as possible
  • Own and run all customer onboarding (first few months) processes and ultimately make the customer successful by having them actively use Tofu within this period
  • Work with sales to understand the nuances of each customer and proactively tailor onboarding experiences to the needs of each customer
  • Perform regular check-ins as well as ad hoc meetings with all new customers to solicit feedback, answer questions, and support product usage during the first few months
  • Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
  • Partner with Sales to narrow and refine ICP and help inform the overall sales process


Qualifications

  • 3+ years of enterprise CSM/AM/Onboarding experience. Bonus points for people with experience in Marketing/Sales tech
  • Previous startup experience helpful but not required
  • Proven track record of driving customer adoption and success within enterprise SaaS
  • Strong understanding of Customer onboarding best practices, methodologies, and tools
  • Exceptional communication, negotiation, and presentation skills
  • Data-driven mindset with attention to detail and documentation
  • Deep level of customer empathy and patience
  • Comfortable with technical concepts and working with product/engineering teams  
  • Proactive, self-starter who is comfortable with autonomy but knows when to lean on other people


Benefits

  • Competitive salary and equity compensation 
  • Comprehensive health, dental, and vision insurance plans
  • 401k plan
  • Unlimited PTO
  • Extreme opportunities for professional ownership and growth 
  • Highly collaborative and high-performing work environment