Customer Onboarding Manager

FERMÀT is the AI native commerce platform that optimizes shopping experiences, leading to best-in-class shopper engagement and conversion. We help brands transform clicks into conversions with dynamic, personalized shopping experiences—built and optimized in minutes.

Backed by VMG, Bain Capital Ventures, Greylock, QED, and named The Information’s #1 commerce startup, we’re a 70+ person team based in SF, Austin, NYC, and Bangalore. As a fast-growing Series B company, we’re building the infrastructure for the future of online retail—and we’re just getting started.

About the Role:

As a Customer Onboarding Manager at FERMÀT, you will play a critical role in helping brands rapidly unlock ROI, adopt and build on FERMÀT, and integrate FERMÀT into their marketing stack. Your primary focus will be guiding customers through implementation, leading early experimentation, and establishing the foundation for long-term success.

You will leverage your technical expertise, strategic thinking, and communication skills to build strong multi-threaded relationships across customer teams and ensure they confidently embed FERMÀT into their workflows. You’ll also shape the onboarding experience itself—building scalable playbooks, frameworks, and tools that compress time-to-value and elevate customer performance.

This is a high-impact role that involves hands-on platform guidance, strategic advisory, and close cross-functional collaboration. You will represent the voice of new customers internally, influence product direction, and ensure FERMÀT becomes an essential part of each brand’s operating model.

Responsibilities

Onboarding & Early Adoption

• Own the end-to-end onboarding journey, guiding brands through implementation, technical setup, early experimentation, and activation of their first automation use cases

• Develop a deep technical understanding of FERMÀT and serve as a hands-on user who can build, QA, and iterate on early customer experiences

• Ensure customers achieve fast time-to-value and clearly understand the impact of FERMÀT on performance and efficiency

• Help brands integrate FERMÀT into their broader marketing stack, aligning workflows across paid media, creative, lifecycle, and web teams

• Lead early optimization cycles, helping customers measure and interpret ROI, incremental impact, and usage patterns

Customer Development & Strategic Guidance

• Build strong multi-threaded relationships across growth, creative, lifecycle, engineering, analytics, and executive stakeholders

• Dedicate ~50% of your work to account development—reporting on ROI, sharing insights, and identifying opportunities to deepen adoption and expand usage

• Design the strategic onboarding path for each customer, outlining the first 30/60/90 days, key milestones, and early-stage success metrics

• Share onboarding insights, best practices, and proven patterns based on learnings from top-performing brands

Enablement, Playbooks & Process Building

• Build, refine, and maintain onboarding playbooks, documentation, and implementation processes that create a repeatable, scalable onboarding motion

• Partner with internal teams to reduce onboarding friction and compress implementation timelines

• Document best practices, customer wins, and repeatable workflows that help brands adopt FERMÀT with confidence

• Support the development of customer-facing training materials, checklists, technical guides, and performance frameworks

Cross-Functional Collaboration

• Partner with Product, Engineering, Sales, and Marketing to improve onboarding workflows, refine integrations, enhance documentation, and inform product direction

• Advocate for the needs of new customers internally, ensuring product enhancements and GTM strategies reflect onboarding-stage learnings

• Collaborate with Sales during handoff to ensure smooth transitions and clear expectations for implementation and performance

Qualifications

• 4+ years of experience in Customer Success, Account Management, technical onboarding, strategy/operations, Martech, or a similar customer-facing role

• Strong performance analytics background and experience managing multi-threaded accounts

• Proven track record of onboarding customers and driving strong early adoption, value realization, and satisfaction

• Demonstrated ability to embed a technology or automation solution into a customer’s marketing stack (across paid media, creative, lifecycle, or web)

• Experience developing onboarding playbooks, SOPs, enablement materials, or scalable implementation processes

• Ability to manage and prioritize relationships with 20+ customers simultaneously

• Excellent communication skills with the ability to engage senior stakeholders (CMO, CRO, CEO)

• Customer-centric mindset with a natural ability to build trust, listen deeply, and guide customers to outcomes

• Demonstrates intellectual curiosity, strong problem-solving skills, and a natural tendency to figure things out independently

• Self-starter comfortable operating in fast-moving, ambiguous environments

• Bonus: Experience with paid social and performance marketing tools such as Meta Ads Manager, Google Ads, TikTok, Snapchat, GA4, Klaviyo, or similar platforms

• Bonus: Familiarity with Looker, Posthog or other BI/analytics tools

Benefits

• Competitive salary + equity package

• Comprehensive health, dental, and vision insurance for you and all your dependents.

• Retirement benefits:

  • US: 401(k) plan with 4% matching

  • India: Provident Fund with 12% matching

• 4 months of paid parental leave

• Unlimited PTO policy (with minimum 5 days PTO / quarter!)