Job Description
Job DescriptionAbout the Role
This is a foundational Customer Success seat at a seed-stage B2B SaaS startup building property operations software for short-term and vacation rental operators. You'll own the entire onboarding journey — from contract signing through go-live — and help shape the systems and playbooks that make customer success repeatable and scalable. The role sits at the intersection of customer relationships, AI-powered tooling, and early-stage product feedback loops.
What You'll Do
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Own the full onboarding lifecycle for new customers, including kickoff calls, configuration, training, and launch.
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Build and iterate on onboarding playbooks, project plans, and documentation using AI-assisted tools to create a scalable motion.
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Capture customer insights and synthesize patterns across accounts into structured, actionable feedback for the Engineering team.
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Monitor customer health signals, proactively remove blockers, and ensure customers complete onboarding on time and with confidence.
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Partner closely with the Customer Success & Solutions Lead to improve processes and produce onboarding content (guides, videos, templates) at speed.
What We're Looking For
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1–3 years of experience in customer success, onboarding, or a closely related customer-facing role.
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Demonstrated end-to-end ownership of the customer onboarding lifecycle, from contract to go-live.
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Experience working at early-stage startups (seed to Series B).
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Active daily user of AI tools such as Claude, ChatGPT, or Notion AI for drafting, summarizing, and automating tasks.
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Comfort with tools like HubSpot, Notion, Zendesk, and Zapier.
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Ability to translate customer feedback into clear, structured product recommendations.
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Background in hospitality, property management, or PropTech is a strong plus.
Compensation & Benefits
Salary: $100,000 – $130,000 USD annually. Visa sponsorship is not available.
Location
On-site, 5 days per week in New York City, NY, USA.