Description
We are seeking a dynamic and creative Customer Onboarding & Community Success Manager to join our team. This unique role is perfect for a charismatic individual who excels at making complex technology simple and engaging. You will be the face of our customer's initial experience, responsible for designing and delivering a world-class onboarding journey for our SaaS platform. Your primary mission is to create compelling instructional videos and resources that guide new users from sign-up to success, ensuring they quickly understand the value of our product. As a blend of a content creator, instructor, and customer champion, you will not only produce educational content but also foster a vibrant user community. You will choreograph the user's learning path, answer questions, and build relationships that turn new customers into enthusiastic advocates. This position is critical in driving user adoption, product familiarity, and long-term customer satisfaction. Your ability to communicate clearly and with enthusiasm, both on and off camera, will be the key to empowering our customers.
Requirements
1. Proven experience creating high-quality instructional or tutorial videos for software products, with a portfolio to demonstrate.
2. At least 2-3 years of experience in a customer success, customer education, or onboarding role within a B2B SaaS company.
3. Exceptional on-camera presence and verbal communication skills, with the ability to explain complex features in a clear, concise, and engaging manner.
4. Proficiency with video recording and editing software (e.g., Camtasia, ScreenFlow, Adobe Premiere Pro, Descript).
5. Experience with learning management systems (LMS) or digital adoption platforms.
6. Strong understanding of instructional design principles and adult learning theories.
7. Demonstrated ability to develop and execute strategic programs that drive user engagement and product adoption.
8. Excellent writing and content creation skills for producing scripts, knowledge base articles, and community posts.
Desirable
1. Experience managing or moderating an online user community (e.g., on Slack, Discord, or a dedicated forum platform).
2. Familiarity with customer success platforms like Gainsight or ChurnZero.
3. Experience hosting live webinars or virtual training sessions.
4. Basic graphic design skills for creating supporting visuals and thumbnails.
5. Data-driven mindset with experience tracking and reporting on onboarding and engagement metrics.