FERMÀT is the AI native commerce platform that optimizes shopping experiences, leading to best-in-class shopper engagement and conversion. We help brands transform clicks into conversions with dynamic, personalized shopping experiences—built and optimized in minutes.
Backed by VMG, Bain Capital Ventures, Greylock, QED, and named The Information’s #1 commerce startup, we’re a 70+ person team based in SF, Austin, NYC, and Bangalore. As a fast-growing Series B company, we’re building the infrastructure for the future of online retail—and we’re just getting started.
As a Customer Onboarding Manager at FERMÀT, you will play a critical role in helping brands rapidly unlock ROI, adopt and build on FERMÀT, and integrate FERMÀT into their marketing stack. Your primary focus will be guiding customers through implementation, leading early experimentation, and establishing the foundation for long-term success.
You will leverage your technical expertise, strategic thinking, and communication skills to build strong multi-threaded relationships across customer teams and ensure they confidently embed FERMÀT into their workflows. You’ll also shape the onboarding experience itself—building scalable playbooks, frameworks, and tools that compress time-to-value and elevate customer performance.
This is a high-impact role that involves hands-on platform guidance, strategic advisory, and close cross-functional collaboration. You will represent the voice of new customers internally, influence product direction, and ensure FERMÀT becomes an essential part of each brand’s operating model.
Own the end-to-end onboarding journey, guiding brands through implementation, technical setup, early experimentation, and activation of their first automation use cases
Develop a deep technical understanding of FERMÀT and serve as a hands-on user who can build, QA, and iterate on early customer experiences
Ensure customers achieve fast time-to-value and clearly understand the impact of FERMÀT on performance and efficiency
Help brands integrate FERMÀT into their broader marketing stack, aligning workflows across paid media, creative, lifecycle, and web teams
Lead early optimization cycles, helping customers measure and interpret ROI, incremental impact, and usage patterns
Build strong multi-threaded relationships across growth, creative, lifecycle, engineering, analytics, and executive stakeholders
Dedicate ~50% of your work to account development—reporting on ROI, sharing insights, and identifying opportunities to deepen adoption and expand usage
Design the strategic onboarding path for each customer, outlining the first 30/60/90 days, key milestones, and early-stage success metrics
Share onboarding insights, best practices, and proven patterns based on learnings from top-performing brands
Build, refine, and maintain onboarding playbooks, documentation, and implementation processes that create a repeatable, scalable onboarding motion
Partner with internal teams to reduce onboarding friction and compress implementation timelines
Document best practices, customer wins, and repeatable workflows that help brands adopt FERMÀT with confidence
Support the development of customer-facing training materials, checklists, technical guides, and performance frameworks
Partner with Product, Engineering, Sales, and Marketing to improve onboarding workflows, refine integrations, enhance documentation, and inform product direction
Advocate for the needs of new customers internally, ensuring product enhancements and GTM strategies reflect onboarding-stage learnings
Collaborate with Sales during handoff to ensure smooth transitions and clear expectations for implementation and performance
4+ years of experience in Customer Success, Account Management, technical onboarding, strategy/operations, Martech, or a similar customer-facing role
Strong performance analytics background and experience managing multi-threaded accounts
Proven track record of onboarding customers and driving strong early adoption, value realization, and satisfaction
Demonstrated ability to embed a technology or automation solution into a customer’s marketing stack (across paid media, creative, lifecycle, or web)
Experience developing onboarding playbooks, SOPs, enablement materials, or scalable implementation processes
Ability to manage and prioritize relationships with 20+ customers simultaneously
Excellent communication skills with the ability to engage senior stakeholders (CMO, CRO, CEO)
Customer-centric mindset with a natural ability to build trust, listen deeply, and guide customers to outcomes
Demonstrates intellectual curiosity, strong problem-solving skills, and a natural tendency to figure things out independently
Self-starter comfortable operating in fast-moving, ambiguous environments
Bonus: Experience with paid social and performance marketing tools such as Meta Ads Manager, Google Ads, TikTok, Snapchat, GA4, Klaviyo, or similar platforms
Bonus: Familiarity with Looker, Posthog or other BI/analytics tools
Competitive salary + equity package
Comprehensive health, dental, and vision insurance for you and all your dependents.
Retirement benefits:
US: 401(k) plan with 4% matching
India: Provident Fund with 12% matching
4 months of paid parental leave
Unlimited PTO policy (with minimum 5 days PTO / quarter!)
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