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About the Role
This is a foundational Customer Success seat at a seed-stage B2B SaaS startup building property operations software for short-term and vacation rental operators. You'll own the entire onboarding journey — from contract signing through go-live — and help shape the systems and playbooks that make customer success repeatable and scalable. The role sits at the intersection of customer relationships, AI-powered tooling, and early-stage product feedback loops.
What You'll Do
Own the full onboarding lifecycle for new customers, including kickoff calls, configuration, training, and launch.
Build and iterate on onboarding playbooks, project plans, and documentation using AI-assisted tools to create a scalable motion.
Capture customer insights and synthesize patterns across accounts into structured, actionable feedback for the Engineering team.
Monitor customer health signals, proactively remove blockers, and ensure customers complete onboarding on time and with confidence.
Partner closely with the Customer Success & Solutions Lead to improve processes and produce onboarding content (guides, videos, templates) at speed.
What We're Looking For
1–3 years of experience in customer success, onboarding, or a closely related customer-facing role.
Demonstrated end-to-end ownership of the customer onboarding lifecycle, from contract to go-live.
Experience working at early-stage startups (seed to Series B).
Active daily user of AI tools such as Claude, ChatGPT, or Notion AI for drafting, summarizing, and automating tasks.
Comfort with tools like HubSpot, Notion, Zendesk, and Zapier.
Ability to translate customer feedback into clear, structured product recommendations.
Background in hospitality, property management, or PropTech is a strong plus.
Compensation & Benefits
Salary: $100,000 – $130,000 USD annually. Visa sponsorship is not available.
Location
On-site, 5 days per week in New York City, NY, USA.
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