Customer Success and Onboarding Specialist

About Ply

Ply is a materials buying and management platform for HVAC, plumbing, and electrical SMB contractors. We help our customers buy and manage materials better. The result? They spend less time buying materials, managing suppliers, reducing materials waste, and can leverage unified payment terms that yield cash flow predictability.

Founded in 2022, Ply has raised $5.7m to solve the most challenging procurement problems mechanical businesses face in the $250B+ materials market. As a Customer Success and Onboarding Specialist, you’ll work directly with the founders, product, and engineering teams to develop customer success and onboarding processes, playbooks, improve efficiencies, and deliver VOC (voice of customer) feedback to improve the product and processes. You’ll have an opportunity to shape how we onboard our customers from day one!

Your Role:

As the Founding Customer Success and Onboarding Specialist, you will be the cornerstone of our customer engagement strategy, ensuring that our clients are not only successfully onboarded onto Ply, but also maximize the value they derive from it. This role is pivotal in shaping the customer journey, driving product adoption, and fostering long-term customer satisfaction and loyalty.

Your Responsibilities:

• Implementing customized onboarding plans for up to 20 customers simultaneously, ensuring a smooth and successful launch of Ply’s inventory and RFQ management functionality.
• Holding customers accountable for achieving milestones within the first 45 days on the platform, fostering a partnership-based approach to success.
• Acting as a teacher, empowering customers through education and coaching, and promoting the use of self-serve resources to ensure a successful launch of Ply.
• Accelerating the adoption of Ply and encouraging broader usage across roles.
• Collaborating closely with Product, Engineering, and Sales teams to address customer issues promptly and efficiently.
• Serving as the voice of the customer within the company, translating user feedback into actionable insights for product development and improvement.
• Maintaining and updating help center articles to ensure they remain relevant and helpful.
• Developing impactful automations with servicing tools to enhance customer communication and streamline internal processes.

Who You Are:

• You bring at least 5+ years of direct client management experience, preferably in a Customer Success, Account Management, or Customer Education role within a B2B SaaS environment.
• You have a proven track record of delivering substantial value to customers, guiding them through onboarding and training, and successfully driving adoption, retention, and expansion efforts.
• You possess a natural ability to teach, with the skill to break down complex systems into clear, actionable insights.
• You are known for your execution excellence and have consistently made a significant impact on your customers.
• You are detail-oriented, resourceful, and an innovative problem solver who always keeps the bigger picture in mind.
• As a team player and effective collaborator, you are also capable of working independently and managing multiple projects and customer engagements simultaneously.

What We Offer:

• An environment to make an immediate impact. We’re a new and growing start-up, and you’ll have the ability to wear many hats, learn, teach, experiment, and move quickly.
• We’re completely remote, and committed to maintaining a flexible work environment.
• The problems we are solving are very real and have a direct impact on the health of the businesses we work with