Overview
You run onboarding for new Monaco customers from contract signature to first revenue generated. You work with startup founders and their early GTM teams to configure Monaco, set up integrations, build their TAM, and launch outbound campaigns. You're part implementation consultant, part sales advisor.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Onboarding CSM / Implementation Specialist |
| Sales Motion | Post-sale implementation with expansion focus |
| Deal Complexity | Consultative - technical setup + strategic advising |
| Sales Cycle | N/A (post-sale) |
| Deal Size | Managing $15-50K ACV accounts |
| Quota (est.) | Time-to-value, expansion ARR, or adoption metrics |
Company Context
Stage: Early-stage (39 employees, likely Seed/Series A)
Size: 39 employees
Growth: Actively scaling GTM team - onboarding will become critical bottleneck
Market Position: Category creator - customers don't know how to use "revenue automation" yet, so you're teaching them
GTM Reality
Pipeline Sources:
- 100% Net new customers from AE team - you inherit accounts after contract signature
SDR/AE Structure: You work closely with AEs during handoff, then own the customer through implementation and early success.
SE Support: You ARE the technical support during onboarding. No separate implementation team at this stage.
Competitive Landscape
Main Competitors: Traditional CRM onboarding teams, rev ops consultants, DIY with AI tools
How They Differentiate: Monaco promises faster time-to-revenue than manual setup. You need to deliver on that promise.
Common Objections: "This is taking longer than we thought," "Our data is messy," "We need more hands-on support," "Can't you just do it for us?"
Win Themes: White-glove onboarding, strategic guidance (not just tech setup), quick wins that prove ROI
What You'll Actually Do
Time Breakdown
Customer Calls (40%) | Setup & Configuration (30%) | Internal Coordination (20%) | Expansion (10%)
Key Activities
- Kickoff calls: You walk new customers through the onboarding plan, set expectations, and gather requirements (CRM data, target personas, outbound strategy). You're managing founder expectations who want to be live "by next week."
- Technical setup: You configure Monaco, connect integrations (CRM, email, LinkedIn), and help customers build their TAM database. This involves troubleshooting API issues, cleaning messy data, and figuring out why their Salesforce export is broken.
- Strategy advising: You help customers define their ICP, write outbound messaging, and set up their first campaigns. Many of your customers don't have a clear sales strategy yet, so you're consulting on GTM approach.
- Handholding through launch: You run the first outbound campaigns with them, teach them how to use Monaco's AI features, and make sure they're actually generating pipeline. You're tracking adoption metrics and nudging them to use the platform daily.
The Honest Reality
What's Hard
- Your customers are startups with messy data, unclear ICPs, and constantly shifting priorities. What they said they wanted in the sales process is often not what they actually need.
- You're onboarding a technical AI product to non-technical founders. You'll spend a lot of time explaining how the automation works and why it's doing what it's doing.
- Integrations break. APIs change. Customer data is always worse than they told the AE. You're troubleshooting technical issues while keeping the customer calm.
- You're measured on time-to-value, but customers drag their feet on providing data, skip onboarding calls, or get distracted by other fires. You need to be pushy without being annoying.
What Success Looks Like
- Customers go live within 2-3 weeks and start seeing pipeline from Monaco within 30 days
- 90%+ of customers complete onboarding and actively use the platform
- You identify expansion opportunities (more seats, more features) and hand them back to AEs
Who You're Working With
Primary Contacts:
- Startup founders (CEO, co-founder) who are hands-on in the weeds
- Early sales hires (first AE, SDR, or revenue lead)
What They Care About:
- Getting live FAST - they need pipeline yesterday
- Not having to become Monaco experts - they want you to guide them
- Proving ROI quickly so they can justify the spend to their board
- Expanding usage if it works (more seats, more campaigns)
Requirements
- 2-4 years in sales operations, onboarding, or customer success at a B2B SaaS company
- Deep understanding of sales workflows (prospecting, pipeline management, CRM hygiene)
- Technical enough to handle integrations, APIs, and troubleshoot issues independently
- Project management skills - you're juggling 10-15 active onboardings at once
- Consultative mindset - you're advising on GTM strategy, not just clicking buttons