About This Role

We are looking for an amazing Customer Onboarding Manager to join our Customer Success Team within the Product & Technology organization. The ideal candidate will have a passion to drive business value and customer success through the use of our creative service offerings, the Design Pickle Platform, and related technologies. This role is instrumental in helping our customers transform their business and creative workflows and get the full value from their investments with Design Pickle.

If you have ever wanted to make a significant contribution and help shape the customer experience and growth trajectory of a startup, this role is for you!

Reports to: Vice President of Product and Technology

On a daily basis, works closely with Marketing, Sales, and Finance

Location: Design Pickle is a fully remote company with a Company Hub in Scottsdale, Arizona.

Who We Are Looking For

First, Design Pickle is anything but typical. We’re a group of hard-working, creativity-loving individuals from around the world.

Do we love pickles, too? Most of us! But don’t stress if pickles aren’t your thing. It’s not a deal-breaker. We do look for a passion and interest in something though because our employees’ uniqueness is what helped make us the great company we are today.

We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.

Specific to your role, we’re looking for individuals who have...

  • Passion for our purpose: To be the most helpful creative company in the world.
  • 3+ years of customer-facing experience in onboarding, implementation, customer success, support, or account management.
  • Proven track record of successfully deploying software implementations or new processes and customer workflows with the highest level of customer service, efficiency, and accuracy.
  • Experience managing change for customers ranging from SMB to Mid-Market to Enterprise levels.
  • Able to manage multiple concurrent projects with varying levels of complexity.
  • Excellent verbal and written communication skills. You can explain complex issues in simple terms and adapt your tone for different audiences.
  • Comfortable giving presentations to groups of any size and audience, including end-users and senior executives.
  • Exceptional problem-solving skills, taking a consultative approach to finding the best solution for the customer.
  • Experience working in remote-first environments with global, distributed teams across cultures and geographies.
  • Able to collaborate across organizations, teams, and external stakeholders.
  • Curious, possess a bias for action and have grit. You are customer-centric, goal-driven, and have a passion for Design Pickle’s mission and core values.

Bonus Pickle Points:

  • Experience in technology-enabled services or self-service software solutions.
  • Domain knowledge in creative services, workflows, processes, and SaaS tools.
  • Multilingual in English and Spanish.
  • Experience with CRM and Customer Success platforms.
  • Experience working in a fast-paced and highly cross-functional organization.
  • Experience in analytical thinking, process development, and improvement.
  • Flexible and agile in responding to evolving business priorities and dealing with ambiguity.

Key Objectives and Responsibilities

As a fast-growing company, our roles are always evolving. However, we want you to know exactly what you’re walking into. In the first 90-days, here is a preview of what’s expected:

  • Serve as the main point of contact for the first 60 days to ensure a successful onboarding process to Design Pickle.
  • Spearhead, create and drive a full project implementation plan per each customer you onboard in your book of business.
  • Engage with customer stakeholders to understand their business goals and prescribe the optimal structure, processes, and creative workflows.
  • Ensure all customers complete the required business and technical setup.
  • Train and educate customers on how to effectively use the Design Pickle Platform and understand the full scope of their service offering.
  • Surface onboarding blockers and trends to improve the overall setup and onboarding experience.
  • Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding.
  • Create documentation and internal training to scale onboarding efforts.
  • Advocate customer business use cases to product development.
  • Partner with Sales, Support, and Account Management to nurture customer relationships.

Benefits, Compensation, and Perks

Uncapped PTO: Hate seeing your PTO hours decrease as the year goes on? Not anymore! There is no cap or number associated with the amount of PTO days you can request.

Major medical healthcare: We offer major medical plans through United Healthcare which is managed seamlessly through EmployeeNavigator.

Dental and vision insurance: We work with Ameritas for ancillary coverage.

Remote-work flexibility: More productive at home? Not based in Scottsdale, AZ? Fine with us! We are a remote-first company with people all over the country.

World-class Company Hub: More productive in an office? Also, fine with us! Our Company Hub is set up with state-of-the-art standing desks, high-definition monitors, breakout rooms for meetings and calls, a podcast studio, a relaxation room, a merch wall, and a cold plunge! ….yes, we said a cold plunge.

In-office gym: Our Company Hub also has a small CrossFit-style gym available for any pickles to use!

New parent leave: Design Pickle encourages all primary caregivers to take up to 8 weeks leave for a new family member, including adoption, at full salary.

Paid training and personal development: We offer a yearly stipend for employees to continue to grow their skillset and learn things to help them in their careers.

Stock option potential: Over the course of your time at Design Pickle, you will be eligible to receive a stake in what we’re building here.

Life-changing massage chair: We change lives through creativity...and massages. Our team has traveled far and wide to take advantage of a life-changing massage chair that is housed in our Company Hub. One massage is all it will take to radically transform your life.

Pet insurance: Have a furry friend? Design Pickle offers pet insurance through United Pet Care for discounted vet visits, medication, and procedures.

Team retreats, social events, and adventures: Pickle collaboration is important to us! We host regular social events, get-togethers, and experiences for our staff.

About Design Pickle

Design Pickle was founded in 2015 with a vision to change lives through its creative Software, solutions, and services. Since then, the company has grown to be the #1 flat-rate creative services company in the world. We have served tens of thousands of clients with a team that spans the globe.

In 2019 & 2020, Inc. 5000 listed Design Pickle as one of the fastest-growing companies in America.

We are a company that takes our core values to heart:

Friendly

We aim for Mister-Rogers-Level friendliness; every interaction comes from a place of inclusion, empathy, kindness, and respect.

Smart-Working

We are resourceful, efficient, and committed to constant improvement by leveraging our time, technology, and resources.

Truth

We speak from the heart, operate with integrity, and guide every decision, conversation, and action with honesty (even when no one is looking).

Service

We embrace our collective responsibility to delight customers, support our teammates, and give back to the community.

Tenacious

We are ambitious creators with grit by the jarful. We take ownership of our decisions and grow from our mistakes.

You can learn more about our company, our vision, and what we stand for on our website and social channels. We can’t wait to meet you—thank you in advance for your application!

Notice to Staffing and Recruiting Agencies

Design Pickle will not accept resumes from any source other than the candidate. Any unsolicited resume sent to Design Pickle will be considered Design Pickle sourced.