Customer Onboarding Manager

**Customer Onboarding Manager**:
**About Bambuser**:
At Bambuser, we’re transforming how the world shops online by bringing video commerce to life for some of the world’s most loved brands. Our platform powers interactive live and shoppable video experiences for names like Audi, Clarins, LVMH, and Hugo Boss.

We’re building a world-class team to match the ambition of the brands we work with. If you obsess over turning good into great, love building, and want to help set the global standard for what customer success can be, we want you on the team.

**The Role**:
We’re looking for a Customer Onboarding Manager who’s ready to lead high-impact onboarding journeys and help shape how we scale Customer Success from here.

As we build out our CS team, we’re introducing this role to help new customers launch faster, adopt better, and see value from day one. You’ll guide them from contract signature to their first real wins, making sure they’re confident in using our products and equipped to succeed.

Alongside your onboarding work, you’ll help lay the foundation for a more automated, digital Customer Success model by creating the content, tools, and journeys that will support a wider set of customers as we grow.

You’ll work closely with Sales, Product, and the CS team to ensure every onboarding journey reflects the customer’s goals and priorities. This role is key to driving early adoption, building trust, and setting the stage for mutual success that lasts well beyond onboarding.

**What You'll Do**:
**Own the onboarding journey**
- Take ownership of the full onboarding experience, from post-sale handoff to successful launch, guiding new customers toward early value.
- Design and run onboarding plans tailored to each customer’s goals, timeline, and technical setup
- Partner with Sales and CSMs to ensure handovers are smooth and early success metrics are met

**Be the customer’s main point of contact**
- Act as the main point of contact during onboarding, coordinating Sales, Product, CS, and Support to keep things moving and aligned.
- Train and enable new users to help them get the most out of Bambuser’s platform.

**Build for scale and digital success**
- Help build the foundation for our digital-led Customer Success model
- Create onboarding templates, self-serve content, and automated touchpoints
- Help shape playbooks, tools, and processes for both onboarding and digital CS as we grow.
- Deliver scalable programs like product education and lifecycle campaigns to drive adoption and engagement.

**Continuously improve the journey**
- Identify & address friction points in the onboarding journey, working with Product, Support, and Enablement to make continuous improvements.
- Use learnings from digital touchpoints to inform product, content, and process improvements.

**Track progress and outcomes**
- Monitor and report on onboarding KPIs (e.g. time to value, implementation duration, adoption rates)
- Keep client records updated in SFDC and other tools used to manage the customer journey

**What You Bring**:

- 3+ years of experience in Customer Success, Implementation, Onboarding, or Project Management in a SaaS, eCommerce, or MarTech company.
- A track record of leading onboarding or implementation projects for enterprise customers
- Outstanding communication and project management skills. You're organized, proactive, and customer-obsessed.
- Confidence managing multiple onboarding projects while keeping timelines, goals, and customer satisfaction on track.
- Ease in working with both technical and business stakeholders at the customer level, and in grasping their needs and priorities.
- Experience working cross-functionally with Sales, Product, and Support teams.
- A startup mindset: you're excited to build, iterate, and improve every day.

**Why Join Bambuser?**:
We combine the impact and pace of a scale-up with the creativity of a startup. We’re not just another SaaS company. We’re building the future of video commerce. At Bambuser, you’ll have the freedom, trust, and firepower to move fast and build things that matter.

We also offer a flexible, hybrid setup: work from home when you need focus, or plug into the energy of one of our beautiful offices and co-working spaces in Stockholm, Paris, or London depending on where you’re based. Wherever you are, you’ll be part of a warm, international team that loves to collaborate, win together, and celebrate the journey.