Customer Success Onboarding Manager

3 months ago

Guelph, Canada Schema App Full time

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and we are proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the global Enterprise Content Knowledge Graph market.

Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization called Schema Markup. We utilize Schema Markup to help our customers develop content knowledge graphs and stand out in search. Our market-leading end-to-end solution gives Enterprise Digital Marketing Teams a solution that allows them to stay relevant in search and drive organic traffic with agility, expertise, and scale while also accelerating internal AI initiatives.

We are looking for a **Customer Success Onboarding Manager** to join us on our mission to help digital strategists worldwide manage how their brand shows up in search.

As a Customer Success Onboarding Manager, you will work directly with new customers from pre-sales through their initial milestones. You will be responsible for understanding the customer’s goals and guiding them through onboarding to ensure quick time to value. As the customers' technical resource, you’ll be their go-to expert for all things Schema App, providing hands-on support and enabling them to adopt Schema App successfully. You’ll work closely with Sales, Product, and Customer Success teams to create a seamless handoff process from sales to onboarding. _This Customer Success Onboarding Manager role at Schema App is a technical position and will require you to be willing and open to learning._

You'll be instrumental in shaping and improving our onboarding processes, continuously identifying ways to create efficiencies and improve the customer experience. Your insights will help us streamline workflows, create repeatable processes, and ensure all customers get the best possible start with Schema App. _No prior knowledge of schema markup is required._

What you’ll do:

- **Exceptional Onboarding Experience**: Lead customers through the full onboarding process, ensuring seamless setup, deployment, and early success following Schema App’s 5 Step Process.
- **Schema Markup & SEO Expertise**: Deliver professional schema markup services, including strategy, authoring, troubleshooting, and recommendations for SEO improvements based on schema.org and Google’s structured data guidelines. _(Don’t worry. We will help you with this through a comprehensive 90-day onboarding program)._
- **Customer Relationship Management**: Build strong, trusted relationships with customers, acting as their advisor through the pre-sales to first wins journey.
- **Cross-Functional Collaboration**: Work closely with internal teams (Sales, Product, Engineering) to address customer needs and enhance the customer experience.
- **Pre-Sales Scoping**: Collaborate closely with the sales team to develop and finalize the scope of work prior to customer sign-off, ensuring alignment with customer goals and technical requirements.
- **First Wins & Transition**: Deliver a comprehensive “First Wins” summary presentation, showcasing early successes, and ensure a smooth handoff to the assigned Customer Success Manager for long-term management.
- **Technical Support & Troubleshooting**: Offer first-line troubleshooting and expert guidance on Schema App’s integration methods, resolving issues efficiently while ensuring a smooth customer experience. This includes working with the Sales team to perform Integration Tests.
- **Pilot Management**: Partner with account executives to run customer pilots, demonstrating the value of Schema App through hands-on guidance and showcasing early results to secure long-term engagement.

How you will be measured:

- Onboarding Time-to-completion, and Time between kickoff and first wins.
- Pilot Conversions to Annual Contracts.
- Scoping SLA with the Sales team.
- Customer Net Promoter Score (NPS).

Who you are:

- You’re a lifelong learner and problem solver, always eager to take on new challenges. Your curiosity drives you to continuously learn and grow.
- You’re passionate about Customer Success, technology, and contributing to a fast-growing SaaS company. Your excitement for helping customers succeed fuels your motivation.
- Your attention to detail is impeccable, and you pride yourself on your reliability and ability to consistently follow through on commitments.
- You excel in verbal and written communication, with strong presentation skills that allow you to convey complex ideas clearly and confidently.
- You have excellent time management skills, balancing competing priorities with ease and maintaining focus on what matters most.
- A true team player, you’re always ready to step in and support your colleagues in achieving shared goals once your work is complete.

Nice to have:

- Knowledge of SEO and/or Schema Markup.
- Previous Customer Onboarding experience.
- Familiarity with

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