Senior Customer Success & Onboarding Manager

Title: Senior Customer Success & Onboarding Manager

Location: BR / AR / CL / PY / UY / CO / PE / EC / MX / CR / PH / IN / ES / PT / IT / GR / RO / PL / HR / SI / BG / RS / AL / HU / CZ / Remote (BR; AR; CL; PY; UY; CO; PE; EC; MX; CR; PH; IN; ES; PT; IT; GR; RO; PL; HR; SI; BG; RS; AL; HU; CZ)

**👋 Join Our Team!**

Akiflow (YC S20) is a productivity app used by thousands of paying professionals, most of them in North America and Europe. We're a small, fully remote team, and we're hiring a **Senior Customer Success & Onboarding Manager** to own our onboarding calls and the day-to-day running of Customer Success.

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**✨ About Akiflow**

Akiflow brings tasks, calendars and the tools people already use (email, Slack, Notion, Asana and more) into one place, so they can plan their day and focus on what matters. Our mission is simple: help people become more productive, stop switching context and cut through distractions.

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**🫵 About You**

• **Experienced:** At least 3 years in Customer Success, onboarding or account management at a SaaS company, ideally B2C or prosumer with thousands of customers.
• **Great on Calls:** You have run onboarding or demo calls at volume and know how to make a 30-minute call change someone's habits.
• **Productivity Enthusiast:** You use a calendar and a task system seriously yourself, and you love helping others build their own.
• **Leader:** You have led or coached at least one person and can keep a small team running across time zones.

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**🔍 What We're Looking For**

• **Excellent English:** Spoken and written English at C2 or native level. Most of our users are in North America and you'll talk to them every day; we assess your English live during the process.
• **Hours:** Flexible, as long as you cover most of our users' day: almost all calls fall between 12:00 and 21:00 UTC
• **Analytical Mindset:** You can read a funnel and a spreadsheet and turn them into a decision.
• **Autonomous:** You're comfortable owning outcomes and handling several things at once.

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**🎁 Bonus Points If You:**

• **Tool Proficiency:** Have used Featurebase, Intercom or Zendesk, Calendly and Customer.io.
• **Builder:** Have built a support or onboarding process from scratch.
• **B2C Experience:** Have worked at a B2C SaaS company serving thousands of customers.

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**💼 What You'll Do**

• **Own the Onboarding Calls:** Run 1:1 calls yourself (expect around 3–5 a day), then grow the program: more calls held, fewer no-shows, better follow-ups, group sessions where they work better.
• **Run Customer Success Day to Day:** Support inbox (Featurebase), billing and refund cases, escalations, and coordination with our small support team so nothing sits unanswered.
• **Measure What Matters:** Calls held, show rate, trial-to-paid conversion of call attendees, first response time and customer satisfaction, reported every week.
• **Be the Voice of the Customer:** Bring patterns from calls and tickets to the product team every week, with examples.
• **Host Webinars:** Show users how to plan their week with Akiflow, and help with our user community.
• **Work AI-First:** We use AI across Customer Success, including our own internal assistant. You'll use these tools every day and decide what they should do next.

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**🌟 Why Join Us?**

• **Make an Impact:** You'll be the voice of our customers. Every insight you bring back from calls and tickets goes straight into our product roadmap.
• **Real Ownership:** You run onboarding and Customer Success your way, in a small team that listens to your ideas.
• **Remote and Flexible:** Work from anywhere, with flexible hours.