Customer Onboarding & Success Manager (SaaS), Remote Job

About 800.com 800.com is a fast-growing SaaS company providing business phone, call forwarding, and call tracking solutions to thousands of small and mid-sized businesses. We’re on a mission to simplify how businesses manage and measure their phone communications—offering the same features as legacy providers at half the cost, with a white-glove onboarding experience. We’re now launching our next-generation Call Tracking platform and are looking for a highly organized, customer-focused Onboarding & Account Manager to help migrate our newest enterprise and agency clients. About the Role The Customer Onboarding & Success Manager is responsible for ensuring a smooth transition for customers moving from other call tracking providers to 800. You’ll act as the primary point of contact during onboarding—coordinating porting requests, configuring tracking numbers and analytics integrations, ensuring data accuracy, and driving successful account activation. This role combines project management, client communication, and technical coordination. You’ll work cross-functionally with Product, Engineering, and Support to streamline processes, eliminate inefficiencies, and deliver an exceptional onboarding experience. Key Responsibilities: • Serve as the main point of contact for new call tracking customers during onboarding. • Manage the migration process from call tracking platforms, including account configuration, number porting, and analytics setup. • Oversee number porting workflows — track progress by number, carrier, and customer; identify delays; escalate and communicate status updates proactively. • Communicate clearly and professionally across email, phone, SMS, and weekly client calls, ensuring clients feel supported and informed. • Work with internal teams to improve automation of onboarding tools, such as API-based account importers and call flow mapping systems. • Create, document, and refine SOPs (Standard Operating Procedures) for the onboarding process to improve scalability and repeatability. • Collaborate with Customer Support and Technical Writing to ensure post-launch materials (FAQs, help docs, videos) are accurate and customer-ready. • Host training sessions and webinars (live and recorded) to guide clients through setup and optimization of 800.com’s Call Tracking platform. • Maintain meticulous CRM and project management records—every task, communication, and milestone should be trackable and transparent. • Surface client feedback and recurring technical issues to Product and Engineering for roadmap consideration. What You Bring: • 1–5 years of experience in Customer Success, Account Management, or Technical Onboarding in a SaaS or telecom-related environment. • Experience with call tracking, number porting, or telephony platforms (e.g., Twilio, CallRail, Marchex, CallTrackingMetrics, Invoca) is highly preferred. • Strong understanding of how tracking scripts and JavaScript snippets are deployed on websites and integrated with analytics/ad platforms (Google Analytics, Google Tag Manager, WordPress, Google Ads, Microsoft Ads, Meta Ads, etc.). • Exceptional project management and communication skills—you thrive in multitasking and keeping details organized across multiple clients. • Proactive problem-solver who can balance customer empathy with process discipline. • Comfortable working cross-functionally with engineers, product managers, and support agents. • Bonus points for familiarity with APIs, CRM systems (HubSpot, Salesforce), workflow tools (Jira, Notion, n8n, etc.), and AI tools (Claude, ChatGPT, Gemini, etc.). Benefits • Health, dental, and vision insurance • Paid time off and holidays • 401(k) with company match • Remote-first flexibility • Equipment stipend • Access to learning and development programs Why Join 800.com You’ll be joining a high-growth SaaS company during a pivotal product launch phase, working directly with leadership and shaping the customer experience for our Call Tracking product line. If you’re someone who loves clear communication, organized workflows, and helping clients succeed through technical clarity—this is your role. 800.com asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact 800.com directly. Apply tot his job