• Liderar la implementación de Humand para nuevos clientes, asegurando lanzamientos exitosos. • Identificar las necesidades específicas de cada cliente y ofrecer soluciones personalizadas. • Capacitar a los equipos de RRHH sobre el uso de la plataforma, promoviendo las mejores prácticas de digitalización y comunicación. • Facilitar el engagement inicial de los empleados de los clientes con la herramienta. • Analizar métricas de adopción y proponer mejoras basadas en datos. • Construir relaciones de confianza con los clientes desde el primer contacto y mantener un seguimiento cercano durante el proceso de onboarding.

• Own team-level NRR/GRR, activation, time-to-value, and product adoption. • Lead both CSM and Onboarding teams across customer segments—from long-tail to VIP. • Ensure every customer follows a clearly defined, well-supported journey from contract to “Sauce is indispensable.” • Create a culture where follow-through, collaboration, and steady execution build trust—internally and with customers. • Maintain, refine, and document onboarding and success playbooks so expectations are clear and consistent. • Personally manage a small portfolio of strategic, complex, or at-risk accounts to stay close to customer needs and team realities. • Work closely with Support to resolve issues quickly, spot patterns, and help translate learnings into product or process improvements. • Model persistence, positivity, and outcome-oriented problem-solving for the team. • Maintain clean health scores, workflow tracking, and task management across the CS platform/CRM. • Define and track SLAs for onboarding, activation milestones, and ongoing engagement. • Partner with RevOps/Ops to maintain dashboards that give the team clarity and help guide day-to-day priorities. • Use data to identify bottlenecks and opportunities—testing improvements and iterating thoughtfully. • Align with Sales on clean, predictable handoffs and standardized customer expectations. • Partner with Product to surface customer insights, support betas, and ensure feedback drives continuous improvement. • Foster open, positive communication across functions so teams move in sync.

• Du wirst Expert:in für unsere Software und unterstützt Zahnarztpraxen bei allen Fragen – insbesondere rund um externe Abrechnung und ZMV-Themen. • Du begleitest Praxen durch das gesamte Onboarding: von der ersten Einführung über praxisnahe Schulungen bis hin zur sicheren Anwendung im Alltag. • Du coachst Praxisteams aktiv, stärkst ihre digitale Kompetenz und hilfst ihnen, Prozesse effizienter zu gestalten. • Du analysierst technische und prozessuale Herausforderungen, dokumentierst sie und kommunizierst klar, strukturiert und verständlich. • Du sammelst systematisch Nutzerfeedback und leitest daraus konkrete Verbesserungsbedarfe für unser Produktteam ab.

• Oversee and project manage the district onboarding process. • Ensure district projects are on track by collaborating cross-functionally with other stakeholders such as our technical implementation leads, training team, account executives, product, and support. • Facilitate kickoff calls with new and returning district partners to deeply understand their goals, timelines, and stakeholders. • Create an internal and external project plan that aligns to customer goals. • Create a professional development plan and roll-out strategy that will drive towards high adoption and implementation milestones. • Own all external and internal communication: project status updates, proactively identifying risks and issues, escalating early and often with all project team members and executive stakeholders as needed. • Understand ClassDojo’s products and services and strategically educate and guide customers to get the most out of their experience with ClassDojo. • Work with the broader Customer Success team to continuously build and iterate on efficient systems and processes.