At Discourse, we are dedicated to making the internet a better place through our open-source discussion platform. When we secure an Enterprise hosting agreement, we view it as a true partnership. Each client project is unique, involving various professional services such as custom plugin development, mobile app creation, and platform theming. As an Onboarding Manager, you will serve as the central point of contact, coordinating various internal and external threads to ensure that every project meets its deadline and exceeds customer expectations from the initial sales handover to the final community launch.
We are currently seeking a senior-level professional to join our team in a full-time, remote capacity. To ensure healthy collaboration and effective communication, we are only considering applicants located within the UTC -3 to UTC -7 timezones.
Key outcomes
- Lead the end-to-end implementation process for new customers, ensuring a smooth transition from the sales phase to a successful launch.
- Facilitate customer requirements gathering through regular video and phone consultations.
- Deliver platform walkthroughs and comprehensive training sessions to ensure clients are set up for success.
- Partner with our Customer Projects team to align engineering and design resources with project timelines.
- Maintain detailed project documentation to support business continuity and internal process closure, including invoicing.
- Provide strategic advice to customers regarding the implementation of specific use cases.
- Identify opportunities to improve our existing onboarding practices and workflows.
- Contribute to general customer success tasks and support inquiries during periods between onboarding projects.
- Engage with our public community on our platform to foster helpful and transparent communication.
Requirements
- Extensive experience in onboarding and customer success, preferably within a software-focused environment.
- Strong familiarity with the Discourse platform.
- Exceptional verbal communication skills, with the ability to lead customer calls confidently.
- Proven ability to manage multiple projects simultaneously while maintaining high attention to detail.
- A proactive, organized, and independent work style, comfortable with minimal day-to-day supervision.
- Proficiency in English.
- A strong drive for execution and a genuine commitment to our mission.
- Ability to communicate effectively and kindly with both team members and customers, primarily through written channels.
Compensation
We offer a comprehensive benefits package designed to support our team members. This includes a completely flexible work schedule, 5 weeks of annual vacation, and a stipend to support your choice of co-working space. Additionally, all full-time employees are eligible to receive equity options in the company, ensuring that everyone shares in our collective success.
How to apply
If you are passionate about our mission and meet these criteria, we would love to hear from you. Please submit your resume and a cover letter to [email protected]. We value diverse backgrounds and encourage you to apply even if you do not meet every single qualification listed.
