Customer Success & AI Onboarding Manager

# Customer Success & AI Onboarding Manager

***Required Coverage: 9am to 5pm PST - Must keep US hours

## About The Role

We are looking for a Customer Success & AI Onboarding Manager who will take ownership of new clients from onboarding through successful launch and stabilization.

This is not a virtual assistant position.

You will be the primary point of contact for clients, responsible for guiding them through onboarding, building and testing AI voice agents, configuring scheduling systems, running go-live meetings, proactively identifying issues, and ensuring clients have an excellent experience.

The right person is highly organized, technically curious, an excellent communicator, and obsessed with details. You don't need to know every platform already, but you must be able to learn quickly, troubleshoot independently, and figure things out.

If a client is confused, stuck, or at risk of becoming frustrated, you are the person who notices first and takes action.

## What You'll Own

### Client Success & Communication

* Lead onboarding and implementation calls via Zoom
* Become the primary point of contact for clients during onboarding
* Keep projects moving and eliminate bottlenecks
* Follow up proactively without being reminded
* Identify at-risk clients and resolve concerns before they become problems
* Run go-live meetings and launch coordination
* Train clients on how to manage their systems after launch

### AI Agent Buildout & Optimization

* Build Retell AI voice agents using onboarding forms, websites, and call-flow requirements
* Use ChatGPT and internal templates to create and improve prompts
* Configure transfers, routing, knowledge bases, and function calls
* Review call recordings and continuously improve agent performance
* Identify conversation failures and implement prompt updates

### Scheduling & Platform Configuration

* Configure Cal.com scheduling systems
* Connect and test Google Calendar integrations
* Set up availability, event types, reminders, and booking workflows
* Train clients on managing bookings and schedules
* Troubleshoot scheduling issues independently

### QA & Launch Management

* Perform comprehensive testing before launch
* Validate booking flows, transfers, notifications, and edge cases
* Monitor client accounts after go-live
* Listen to call recordings regularly
* Detect issues before clients report them
* Maintain launch checklists and quality standards

### Technical Problem Solving

* Configure call forwarding and phone routing systems
* Navigate unfamiliar phone systems and software platforms independently
* Research solutions using documentation, ChatGPT, and available resources
* Escalate only when necessary
* Coordinate advanced integrations with our Lead AI Engineer

### Operations & Documentation

* Maintain onboarding pipelines in GoHighLevel
* Track projects and tasks in Airtable
* Document client configurations and launch details
* Maintain change logs and implementation notes
* Keep client records accurate and up to date

## Required Skills

* Exceptional spoken and written English
* Strong client-facing communication skills
* Experience leading Zoom meetings professionally
* Outstanding organizational skills
* Strong troubleshooting and problem-solving ability
* Ability to learn unfamiliar software quickly
* Experience using ChatGPT effectively
* Strong attention to detail
* Ownership mentality and follow-through

## Strongly Preferred

* Retell experience
* Cal.com experience
* GoHighLevel experience
* Airtable experience
* SaaS onboarding experience
* Customer Success experience
* Technical Account Management experience
* AI voice agent experience

## What Success Looks Like

* Clients launch on time with minimal founder involvement
* Clients feel informed, supported, and confident throughout onboarding
* Issues are identified before clients discover them
* Agents perform reliably and improve over time
* Scheduling and integrations work consistently
* Clients remain engaged, active, and satisfied

## Hiring Process

### Stage 1: Paid Skills Assessment

You will receive a sample client onboarding package and be asked to complete:

* Retell prompt draft
* Scheduling setup plan
* QA checklist
* Client communication response examples
* Issue investigation exercise

### Stage 2: Live Interview

You will participate in:

* Client onboarding roleplay
* Troubleshooting exercise
* Communication assessment

### Stage 3: Supervised Trial

You will assist with one real client onboarding under supervision.

## To Apply

Please include:

* A short summary of your relevant experience
* Loom videos demonstrating previous work (if available)
* Confirmation that you can work 10am–3pm Pacific Time Monday–Thursday
* Your hourly rate
* Examples of customer onboarding, customer success, technical support, or implementation work
* A brief explanation of a time you solved a problem using a platform you had never used before