Digital Customer Success Manager

Job Description

At Onboard, ensuring our customers receive the most value for their investment is our #1 priority. The Digital CSM is responsible for maximizing one-to-many customer engagement in a data-driven way across our post-sale digital channels. This person thrives in an agile and creative environment, while simultaneously leveraging customer and performance insights to create impactful, value-driven campaigns.


Core Responsibilities:

  • Analyze Onboard customer journeys and build a proactive digital communication strategy with our customer’s (various segments/personas) goals in mind
    • Primarily email-driven, with multichannel opportunities on the horizon!
  • Incorporate automation into an overall customer engagement plan that makes our various customer personas and stakeholders feel seen and heard without the need for constant, direct communication with an Account Manager
  • Identify trends and desired outcomes, then drive customer behavior through data-driven and creative outbound campaigns
  • Continuously evaluate key CS and engagement indicators to optimize the digital customer journey across key milestones (adoption, retention, expansion, advocacy…)
  • Work well in a team environment, fostering positive working relationships and contributing to a collaborative, productive culture
  • Ensure that all information is up-to-date, organized, and easily accessible for seamless collaboration across Onboard.
  • Be an expert in Onboard product, services, customer personas, and prop-tech industry
  • Meet internal SLA’s and KPI’s around customer communications, account performance, and contractual deliverables
  • Be a point of escalation for customer issues, internal roadblocks, or other considerations as needed

Basic Qualifications:

  • Analytical data nerd about CRM, BI tools, ESP KPI’s, spreadsheets, outcomes
  • Exceptional organizational and executive communication skills
  • Posses competency in: Agility, Empathy, Curiosity, Proactive Problem-solving, Tech
  • Experience in customer success, digital marketing, project management, and/or SaaS
  • Proficiency with workflows and HTML customizations via Salesforce, HubSpot, MailChimp (CRM’s & ESP’s)
  • Experience with technology service providers or multi-family property management preferred

About Onboard

Founded in 2017 in a living room in Salt Lake City, UT, with a now national presence (40 states) and a ~120-person full-time workforce, Onboard is a fast-growing, technology-enabled service and software company that is changing the way in which real estate tech (internet, smart home, access control, security, energy and carbon monitoring/reduction, etc.) is created, deployed, and managed in multitenant environments (apartments, HOAs, SFR, student housing, etc.). Onboard offers the first and most comprehensive turnkey platform built for property owners, management, and staff to blueprint, negotiate, implement, and support sustainable property tech programs from the nation’s leading internet and technology service providers.

Onboard serves many of the nation’s largest rental property portfolios and property management companies—with over 150,000 units under contract averaging multiple years in length—providing a steady base of recurring revenue.

Bootstrapped and profitable for its first five years, Onboard raised money for the first time in Q1, 2023, in order to accelerate growth and capture its $4B+ TAM.