Overview
You manage ongoing relationships with B2B SaaS companies who use OnRamp's customer onboarding platform. You're responsible for adoption, retention, and finding expansion opportunities. You spend your time troubleshooting implementation issues, running QBRs, tracking product usage, and trying to grow accounts.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | CSM - retention and expansion focused |
| Sales Motion | Existing customer expansion, some renewal negotiations |
| Deal Complexity | Consultative - need to understand customer workflows |
| Sales Cycle | N/A for renewals (annual), 1-3 months for expansions |
| Deal Size | Likely $15-50K ACV base, expansions $5-25K |
| Quota (est.) | Likely 95%+ net retention, $200-400K expansion annually |
Company Context
Stage: Early-stage (59 employees, no public funding data available)
Size: 59 employees - small team, everyone wears multiple hats
Growth: Actively hiring, poster is a Post Sales Leader which suggests they're building out the CS function
Market Position: Customer onboarding/engagement space is crowded. Competing against point solutions and horizontal workflow tools that customers try to adapt.
GTM Reality
Your Book:
- You likely own 20-40 accounts depending on ACV and complexity
- Mix of implementation phase customers (high touch) and stable accounts (periodic check-ins)
- You're probably the main point of contact - at this size there's no segmentation between onboarding specialists and CSMs
Support Structure:
- At 59 people, there's probably minimal dedicated support - you handle most customer questions
- Implementation likely falls on you unless they have a separate onboarding team
- You escalate technical issues to product/engineering but own the customer relationship
Competitive Landscape
Main Competitors: Customer onboarding tools (UserGuiding, Appcues, WalkMe), workflow platforms (Monday, Asana adapted for onboarding), custom-built solutions
How They Differentiate: AI-powered features, purpose-built for B2B SaaS onboarding vs general workflow tools
Common Objections: "We already use [project management tool]", concerns about another system for customers to log into, ROI on specialized tool vs general platform
Win Themes: Likely faster time-to-value, better customer experience, data visibility into onboarding bottlenecks
What You'll Actually Do
Time Breakdown
Customer Meetings (35%) | Implementation/Support (30%) | Renewals/Expansion (20%) | Internal (15%)
Key Activities
- Weekly/bi-weekly check-ins: You run calls with customer champions to review onboarding metrics, address blockers, and surface new use cases. Frequency depends on customer health and lifecycle stage.
- Adoption work: You monitor product usage dashboards, identify customers not using key features, and proactively reach out to get them unstuck. A lot of time spent explaining workflows and best practices.
- QBRs and renewals: You run quarterly business reviews showing ROI and prepare renewal conversations 60-90 days out. At this company size you likely own the full renewal negotiation.
- Expansion hunting: You look for opportunities to expand to more teams, add seats, or upsell additional features. This means understanding customer org structure and building relationships beyond your main champion.
The Honest Reality
What's Hard
- Customer champions leave or get busy - you spend time rebuilding relationships and getting new stakeholders up to speed
- Implementation issues surface weeks or months after go-live when customers try to use advanced features. You're troubleshooting workflows you didn't design.
- Early-stage product means features might not exist yet or have bugs. You manage customer expectations while advocating for fixes internally.
- Small book means every churn hits your numbers hard. One churned logo can wreck your quarter.
- Expansion requires you to be part account manager, part consultant - identifying pain points and building business cases while also being responsive support contact
What Success Looks Like
- Net retention above 100% - your book grows through expansions even accounting for churn
- Renewal rate above 90% (gross revenue retention)
- Product adoption metrics up - customers using more features, logging in regularly, inviting more team members
- Customers willing to be references, provide case studies, or introduce you to other teams
Who You're Selling To
Primary Buyers:
- Customer Success / Onboarding leaders at B2B SaaS companies
- Operations managers at client services organizations
- Implementation directors at healthcare/logistics companies
What They Care About:
- Time-to-value for their customers
- Reducing manual onboarding work for their teams
- Visibility into where customers get stuck
- Customer satisfaction and retention metrics
- Whether their customers will actually use another tool
Requirements
- 2-4 years in customer success, account management, or implementation roles
- Experience with B2B SaaS products, ideally in customer onboarding, engagement, or workflow tools
- Comfortable managing renewal conversations and identifying expansion opportunities
- Able to troubleshoot technical issues and explain complex workflows to non-technical users
- Self-sufficient - at this company size you won't have layers of support
- Willingness to work in an early-stage environment where processes are still being built