Lions Path Consulting

Compensation

Full Description

Overview We are seeking a dynamic and proactive experienced Customer Success & Onboarding Manager to lead our customer facing client onboarding initiatives and ensure exceptional seamless customer experiences from the outset. This role is vital in fostering strong relationships, streamlining onboarding processes, Scaling our customer success function, and driving customer satisfaction and retention. As a key member of our team, you will leverage your expertise in talent management, communication, and relationship management to deliver tailored onboarding solutions that meet diverse client needs. Your energetic approach will motivate teams and clients alike, ensuring a smooth transition into our services while promoting long-term success. You will serve as the critical bridge between our customers and internal teams, championing the voice of the customer while driving retention, satisfaction, and revenue growth. Responsibilities As our Onboarding & Customer Success Manager, you will develop and implement strategies to enhance customer satisfaction and retention while analyzing customer data and feedback to identify areas for improvement. You will lead and grow a team of customer success managers and representatives, setting performance goals and providing ongoing coaching and guidance to team members. You will collaborate with cross-functional teams to ensure a seamless customer experience from initial onboarding through long-term partnership. Building and maintaining strong relationships with key customers will be central to your success, as will monitoring customer success metrics and reporting progress to senior management. This role includes significant revenue responsibility. You will identify opportunities for upselling and cross-selling to existing customers and assist the sales team with client presentations when needed. A core function of this position is serving as the voice of the customer to assist the product development team with roadmapping, bug resolution, and new feature development. You will identify and implement process improvements to upskill the Customer Success team and provide continuous training opportunities for the customer-facing organization. You will present online live webinars, trainings, and one-on-one sessions to educate customers on Lions Path Consulting's features and solutions. You will build out and successfully implement daily workflow processes for the onboarding team and assist with creating and updating training and continuous learning curriculum for both internal teams and customers. Utilizing your experience and expertise, you will complete client account setup, creation, and launch to ensure successful implementation. • Lead the end-to-end onboarding process for new clients, coordinating with sales, technical teams, and client stakeholders to ensure seamless integration. • Develop and implement onboarding strategies that enhance customer engagement and satisfaction, utilizing tools such as Workday, Salesforce, iCIMS, and other HRIS platforms. • Manage ongoing client relationships post-onboarding, providing proactive support to maximize product adoption and value realization. • Conduct training sessions and workshops to educate clients on platform features, best practices, and new updates, fostering confidence and independence. • Collaborate with internal teams on talent acquisition initiatives related to customer success roles, including interviewing, talent sourcing via ATS systems like Lever or Taleo, and succession planning. • Utilize social media management tools and cold calling techniques to generate leads for upselling or renewal opportunities. • Monitor client feedback through surveys and direct communication channels to identify areas for improvement and implement strategic solutions. Qualifications We are looking for candidates with a Bachelor's degree in business or a related field, or equivalent work experience. You must have proven experience in customer service, account management, or customer success roles at the director or manager level. Excellent written and verbal communication skills in English are essential. You must possess strong leadership and supervisory skills with the ability to motivate and inspire a team. Demonstrated project management skills are required, including the ability to prioritize and manage multiple tasks simultaneously. Strong negotiation and sales skills are necessary, with proven ability to upsell and cross-sell products or services. You must be able to analyze data and draw actionable insights to improve customer success metrics. Excellent time management skills and proficiency in completing tasks efficiently are expected. Strong articulation and presentation skills are critical, as this role requires performing numerous presentations per week. • Proven experience in customer success management, onboarding, or related roles. • Strong negotiation skills with the ability to influence stakeholders at all levels. • Familiarity with CRM systems such as Hubspot, Salesforce, pipedrive. etc. and other tools such as Asana/clickup, Notion, Slack, etc. • Excellent communication skills—both verbal and written—with the ability to clearly articulate complex concepts to diverse audiences. • Experience in training & development programs aimed at employee orientation and ongoing education initiatives. • Ability to research industry best practices and leverage data for continuous improvement in onboarding processes. • Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail in a fast-paced environment. Join us as a Customer Success & Onboarding Manager if you’re passionate about creating impactful client experiences through innovative onboarding strategies! Your energetic drive combined with your detailed understanding of HR technology platforms will empower clients from day one—setting the stage for their long-term success with our solutions. What We Offer We offer competitive compensation packages including benefits such as paid time off, commission, and bonus opportunities. Join our dynamic team and make a significant impact on our customers' success. Job Types: Full-time, Part-time Pay: $14.00 - $22.00 per hour Expected hours: 40 per week Benefits: • Paid time off • Referral program Work Location: Hybrid remote in Franklin, TN 37067