Onboarding Lead (Customer Success)

TL;DR

Onboarding Lead (Customer Success): Managing the client onboarding, billing, and account management experience for micro SMEs with an accent on optimizing the client journey and developing strong customer relationships. Focus on streamlining the onboarding process, collaborating with cross-functional teams, and ensuring a seamless transition for new clients.

Location: Remote, must be based in the Philippines

Company

hirify.global provides AI-powered back-office automation for micro SMEs, specializing in corporate secretarial, accounting, and tax services.

What you will do

• Act as the internal champion for the onboarding process to ensure a positive start for all new clients.
• Optimize the end-to-end client journey in collaboration with customer success, sales, product, and operations teams.
• Manage a portfolio of clients, ensuring a smooth billing and account management experience.
• Identify, diagnose, and resolve production issues quickly to reduce downtime.
• Utilize data-driven strategies to support initiatives and review the success of onboarding workflows.

Requirements

• Minimum 3 years of experience in Customer Success, Customer Support, or Account Management.
• Experience managing a portfolio of clients with a technical service or product.
• Must be based in the Philippines.
• Proven track record of ownership, humility, and structured thinking.
• Strong organizational, interpersonal, and communication skills.
• Ability to handle difficult interpersonal situations and tough conversations with kindness.

Nice to have

• Experience working in a high-growth environment (SaaS or fast-scaling SMEs).

Culture & Benefits

• Competitive market salaries and generous paid time off.
• Eligibility for an employee share ownership plan.
• High level of autonomy and responsibility in a fast-paced startup environment.
• Access to internal and external training programs and a regional center of AI excellence.
• Inclusive and diverse environment as a certified B Corp.

Hiring process

• One-way video or TA interview to discuss previous roles and experience.
• Case study session with the Hiring Manager focusing on real-life challenges.
• Soft-skills assessment with a member of the leadership team.
• Offer and reference interviews.