Ops & Customer Success Manager

About Us

We’re a fast-growing SaaS company building Digital Product Passport (DPP) and traceability solutions for consumer brands and manufacturers. As regulations evolve (ESPR, CSRD, supply chain traceability), we help brands transform compliance into an opportunity for transparency, operational efficiency, and stronger customer relationships.

To support our expanding customer base, we’re hiring a Customer Success & Onboarding Specialist who will guide new clients from signed contract to fully activated, successful users of our platform.

Role Overview

As a Customer Success & Onboarding Specialist, you’ll be the main point of contact for new customers, ensuring a smooth onboarding experience and long-term success with our platform. You’ll translate complex concepts (into simple, actionable steps for users. You’ll coordinate implementations, support customers in digitizing product information, and make sure they unlock the full value of our solution.

You’ll work closely with Product, Engineering, and Sales to champion customer needs and improve our onboarding experience as we scale.

Key Responsibilities

• Onboarding & Implementation
• Lead and manage onboarding projects from kickoff to go-live.
• Understand customer objectives and translate them into actionable onboarding plans.
• Support data migration and product data preparation (DPP attributes, GS1 fields, etc.).
• Train users on platform functionality through calls, workshops, and documentation.
• Configure account settings, permissions, and integrations.
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Customer Success & Adoption

• Act as the main point of contact for assigned customers post-onboarding.
• Drive platform adoption and ensure customers reach meaningful milestones.
• Monitor account health and usage, proactively addressing issues or risks.
• Provide guidance on best practices for Digital Product Passports and traceability workflows.
• Collaborate with the Product team to feedback customer insights and improvement suggestions.

Support & Troubleshooting

• Respond to customer inquiries with clear, effective communication.
• Diagnose and resolve issues in collaboration with Engineering.
• Maintain and improve knowledge base articles, onboarding materials, and tutorials.

Requirements

Must-Haves

• 1–4 years experience in Customer Success, Implementation, or Onboarding—preferably in B2B SaaS.
• Strong communication skills (clear, concise, customer-friendly).
• Ability to manage multiple customers and onboarding projects simultaneously.
• Tech-savvy, with the ability to learn software quickly and explain it simply.
• Solid understanding of workflows, data structures (CSV, JSON), and integrations.
• A proactive mindset with strong ownership and problem-solving skills.

Nice-to-Haves

• Ability to create or maintain documentation, training materials, or onboarding playbooks.
• Experience in process mapping and helping customers optimize workflows.

What We Offer

• A mission-driven role shaping the future of Digital Product Passports and product transparency.
• A fast-moving environment with autonomy and growth opportunities.
• The chance to join a high-trust, founder-led team building category-defining software.
• Flexible working setup.
• Competitive compensation package with performance upside.

Ideal Candidate

You’re a structured, customer-focused operator who enjoys solving problems and helping brands adopt new technology. You can explain technical concepts simply, manage multiple onboarding tracks, and anticipate customer needs before they escalate. You thrive in scale-up environments and enjoy improving processes as the team grows.