Customer Success Manager, Fermat Commerce

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

Desirable

• 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
• 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