Customer Onboarding Specialists

About Tofu
Tofu is an early stage generative AI startup located in the SF Bay Area (San Mateo is our HQ) building a unified platform for creating hyperpersonalized omnichannel campaigns at scale that converts leads for B2B Marketing teams. We sell to midmarket and enterprise Marketing leaders and work closely with their demand generation product marketing and content teams. Our founders come from companies like Meta Google Twitter and Slack and have deep expertise both in the technical domain (AI/ML/NLP) and the business domain (B2B marketing) so we deeply understand the painpoints of our customers and understand how to apply technology to build a scalable product users love. We are backed by some of the top VCs in the Bay Area (Index Ventures SignalFire etc.) growing revenue and are well capitalized.

About the Role
Tofu is looking for a proactive fastmoving and empathetic Customer Onboarding Manager that will work closely with our customers during the first few months as they onboard to Tofu. Ideally this person has experience with martech/salestech products and complex SaaS products. Youll play a critical role in defining many of our GTM decisions including improving and documenting our onboarding process helping diagnose and resolve technical issues pilot to annual contract conversion customer adoption and satisfaction and translating customer feedback and bugs to the product and engineering teams. We are looking for a doer who loves working closely with customers (and product/eng) who loves getting in the weeds of products and who can think 2 steps ahead to ensure the customer is successful and sees positive ROI as quickly as possible. This role will offer high levels of ownership & autonomy ability to work cross functionally with an extremely highperforming team leadership skill development and the opportunity to work within the generative AI software space. Our team is a group of kind talented (yet very humble) people who move extremely fast work very hard and maintain a high level of intensity but also understand that there is more to life than just work. Our team is all based in the Bay Area and work together in our office 3 days a week (we can move so much faster and build stronger team culture when we colocate) so we are looking for someone who is based in the Bay Area.

Responsibilities
Work directly with each new customer to create their first campaigns and show ROI as quickly as possible
Own and run all customer onboarding (first few months) processes and ultimately make the customer successful by having them actively use Tofu within this period
Work with sales to understand the nuances of each customer and proactively tailor onboarding experiences to the needs of each customer
Perform regular checkins as well as ad hoc meetings with all new customers to solicit feedback answer questions and support product usage during the first few months
Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
Partner with Sales to narrow and refine ICP and help inform the overall sales process

Qualifications
3 years of enterprise CSM/AM/Onboarding experience. Bonus points for people with experience in Marketing/Sales tech
Previous startup experience helpful but not required
Proven track record of driving customer adoption and success within enterprise SaaS
Strong understanding of Customer onboarding best practices methodologies and tools
Exceptional communication negotiation and presentation skills
Datadriven mindset with attention to detail and documentation
Deep level of customer empathy and patience
Comfortable with technical concepts and working with product/engineering teams
Proactive selfstarter who is comfortable with autonomy but knows when to lean on other people

Benefits
Competitive salary and equity compensation
Comprehensive health dental and vision insurance plans
401k plan
Unlimited PTO
Extreme opportunities for professional ownership and growth
Highly collaborative and highperforming work environment

Remote Work :

No

Employment Type :

Fulltime