Customer Success Manager (

- Lead customer onboarding for a new online platform, guiding users from initial setup to confident day-to-day use

- Deliver live training sessions (1:1 and group) via video calls, webinars, and screen sharing

- Configure customer accounts and support system setup based on individual business needs

- Create and maintain onboarding materials, including guides, FAQs, and walkthrough videos

- Act as the main point of contact during the onboarding phase, ensuring a smooth and positive customer experience

- Troubleshoot user issues and provide clear, non-technical explanations

- Collaborate with Product, Sales, and Support teams to relay customer feedback and improve the onboarding process

- Track onboarding progress and customer adoption metrics to ensure successful system usage

- Support customers post-launch with refresher training and best-practice guidance