Customer Success Manager (Onboarding & Integrations)

Location: Toronto (Hybrid — remote plus in-office 3 days per week)

Compensation: $70,000–$80,000 base + performance bonus

Department: Customer Success

Reports to: CEO (initially)

Role Overview

Sticky is hiring a Customer Success Manager to own customer onboarding, integrations, and early lifecycle success. This role is hands-on and execution-focused, responsible for moving customers from contract to successful go-live without friction.

This is not a passive account management role. You will actively drive progress, unblock customers, and ensure launches happen correctly and on time.

What You’ll Own

- End-to-end customer onboarding from kickoff to go-live

- Coordination of integrations and activation steps

- Setup and validation of loyalty programs and wallet-based experiences

- Acting as the primary customer point of contact during the first 30–90 days

- Keeping customers moving forward and unblocked

- Identifying risks early and escalating when needed

- Clean handoff from onboarding to long-term account ownership

Core Responsibilities

- Run onboarding calls and implementation check-ins

- Manage onboarding timelines, tasks, and dependencies

- Coordinate between customers, internal teams, and partners

- Validate configurations and activation logic

- Troubleshoot common onboarding issues with internal support

- Maintain clear onboarding checklists and internal documentation





- Continuously improve onboarding processes and materials

- Educate customers on best practices and expected outcomes

Required Experience

- 3–5+ years in Customer Success, Onboarding, or Implementation at a SaaS company

- Experience owning customer onboarding or implementations end-to-end

- Comfortable working with technical concepts without being deeply technical

- Strong ability to facilitate progress and keep projects moving

- Excellent communication and stakeholder management skills

- Highly organized, detail-oriented, and process-driven

Nice to Have

- Experience in retail, marketing, CRM, or loyalty platforms

- Experience at an early-stage or scaling SaaS company

- Prior work in cross-functional environments with Product and Engineering

What Success Looks Like

- Customers go live on time with minimal friction

- Clear, repeatable onboarding processes are documented and followed

- Reduced churn risk during the first 90 days

- High activation and engagement post-launch

- Positive CSAT and robust customer feedback

Why This Role Matters

Customer Success at Sticky directly impacts retention and growth. This role ensures customers get live quickly, understand the product, and see value early. You will help turn onboarding into a repeatable, scalable system rather than a person-dependent process.

Job Type: Full-time

Work Location: Remote

📌 Customer Success Manager (Onboarding & Integrations) (India)
🏢 Sticky Cards
📍 India