Customer Success Manager, Onboarding

FERMÀT is the AI native commerce platform that optimizes shopping experiences, leading to best-in-class shopper engagement and conversion. We help brands transform clicks into conversions with dynamic, personalized shopping experiences—built and optimized in minutes.

Backed by VMG, Bain Capital Ventures, Greylock, QED, and named The Information’s #1 commerce startup, we’re a 70 person team based in SF, Austin, NYC, and Bangalore. As a fast-growing Series B company, we’re building the infrastructure for the future of online retail—and we’re just getting started.

About The Role

You’ll own the first 60–90 days post-sale onboarding experience for FERMAT’s mid-market customers. This is when we get customers live, guide them through their first real use cases, and help them see early signals of ROI. The goal is to compress time-to-value and set each account up to scale confidently.

This is a high-ownership, hands-on role. You’ll be running light implementation, leading kickoff weekly customer cadences, guiding early experimentation, and tracking the metrics that matter (time-to-live, usage, activation). You’ll also help us tighten and scale the onboarding motion as we grow.

This role is best suited for an early-career candidate with high EQ, strong follow-through, and comfort operating in ambiguity while priorities evolve.

What you’ll do

• Own the sales → onboarding handoff and make sure scope, goals, and success metrics are clear
• Run light technical setup (any third-party tools/required integrations)
• Run the kick off call build a tailored onboarding plan, setting the first testing roadmap following segment best practices
• Lead kickoff, then run weekly customer calls until the account is truly “at scale”
• Track and drive onboarding metrics: time-to-live, usage, channel activation all available in Looker dashboards
• Help customers launch their first automations/experiments and interpret early performance ROI signals
• Use AI tools to move faster: summarize insights, draft materials, analyze patterns, and improve workflows
• Build and iterate playbooks, checklists, and templates so onboarding gets faster and cleaner over time
• Spot friction in the journey, propose fixes, and push improvements through cross-functionally
• Partner closely with Growth Sales Product to improve outcomes and tighten the loop
• You’ll be measured on onboarding outcomes like time to go live, opt-in volume, and product usage/activation across your book of business.
• Manage an onboarding book of ~20 mid-market customers
  
  

What we’re looking for

• Early-career / newer grad with strong learning speed and good judgment
• High EQ - you build trust quickly, communicate clearly, and handle stakeholder dynamics well
• Scrappy executor with a bias to action and strong follow-through
• Comfortable operating in ambiguity (things will change; you won’t always have perfect instructions)
• Comfortable using AI tools (e.g. ChatGPT, Claude, copilots, automation tools) and embedding them into your daily workflow to work faster and smarter
• Organized and metrics-oriented — you care about time-to-value, activation, and usage
• Willing to do light technical work and learn integrations quickly
  
  

Nice to have (not required)

• Exposure to martech or performance marketing tools (Braze, Attentive, Yotpo, Klaviyo, Meta Ads Manager, GA4, etc.)
• Familiarity with Shopify / e-comm workflows
• Prior customer-facing experience (past roles, internships, campus orgs, part-time roles)
  
  

Benefits

• Competitive salary equity package
• Comprehensive health, dental, and vision insurance for you and all your dependents.
• Retirement benefits:
• US: 401(k) plan with 4% matching
• India: Provident Fund with 12% matching
• 4 months of paid parental leave
• Unlimited PTO policy (with minimum 5 days PTO / quarter!)