Responsibilities
- Host Kickoff calls, customized training sessions to the customer and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices.
- Run dedicated customer office hours for large user groups to support users needing extra help during onboarding.
- Maintain and update training materials (videos, guides, decks, and user documentation) to ensure consistency and accuracy across all content.
- Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay up to date after product releases.
- Facilitate any technical setup needs (e.g. SSO, IP whitelisting, etc.).
- Send post-training follow-ups, collect customer feedback, and confirm next steps.
- Identify customers showing signs of low engagement and flag them for follow-up or additional outreach.
- Log and escalate customer questions or technical issues to Vanilla’s Customer Care (i.e. technical support) or Product/Engineering teams as appropriate.
- Track onboarding progress in Vanilla’s project software/tools, ensuring all milestones and tasks stay on schedule.
- Collaborate/communicate cross-functionally with AE, CSM, Customer Care, Product/Engineering, etc. to keep projects running smoothly and keep all internal stakeholders informed.
- Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators.
- Support user provisioning and setup tasks to speed up customer activation and improve onboarding efficiency.
- Log customer issues and bugs for follow-up with R&D in appropriate tool (e.g., Jira).
Requirements
- 5+ years of experience in customer onboarding/training, customer success, or customer support, ideally in a SaaS or service-oriented environment.
- Strong verbal and written communication skills with a friendly, clear, and professional tone.
- Comfort with video conferencing and screen-sharing tools to guide customers.
- Excellent attention to detail and ability to follow structured processes.
- Passion for helping customers succeed and curiosity to learn about the Vanilla platform.
Nice to Have
- Familiarity with project tracking tools (e.g., GUIDEcx, Totango, Salesforce, etc) is a plus.
Compensation
The salary range for this role is $110,000 to $130,000.. Equity: Equity included in compensation package
Team
Structure: Distributed across the U.S., with a mix of fully remote and hybrid roles
Additional Information
- Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
- Equal employment opportunity: Vanilla prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
