Client Success Manager - Onboarding
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Role Overview
The Onboarding CSM is responsible for ensuring new clients are set up quickly, accurately, and confidently. This role sets the foundation for the entire client experience by delivering a smooth, structured onboarding process and preparing clients for successful training and launch.
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Description
Department: Client Success | Reports To: Director of Client Success
Overview
The Onboarding CSM is responsible for ensuring new clients are set up quickly, accurately, and confidently. This role sets the foundation for the entire client experience by delivering a smooth, structured onboarding process and preparing clients for successful training and launch.
Role Objective
To fully onboard clients within 30 days or less, ensuring all systems, tools, and expectations are properly established.
Key Responsibilities
- Guide clients through platform setup, access, and required onboarding steps
- Ensure all required forms are completed, submitted, and documented within 1 business day
- Confirm the app/platform is fully set up and operational post-onboarding
- Coordinate with internal teams to resolve blockers and accelerate onboarding timelines
- Deliver onboarding debriefs and confirm readiness for training
Success Metrics
Onboarding completed within ≤30 days
100% form completion within 1 business day
Clients fully set up and operational after onboarding
Smooth transition to Training and Account Management team
What We’re Looking For
Process-driven and highly organized
Strong sense of urgency and ownership
Detail-oriented with excellent follow-through
Ability to manage multiple onboarding timelines simultaneously
About Improvifi, LLC
Fintech SaaS company helping home-improvement contractors offer point-of-sale financing to homeowners.
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