Onboarding and Customer Success Manager

About the job

Title: Onboarding and Customer Success Manager

Location: Hybrid, Miami, FL

Compensation: $54-65K base salary + 10-15% variable

Company Description

Spark Membership is a leading SaaS platform built for membership-based businesses, including martial arts studios, gyms, and fitness operators. Our mission is to help business owners streamline operations, increase member engagement, and scale with confidence.

We operate with urgency, accountability, and a deep focus on results. Our team thrives on fast execution, strong ownership, and delivering real outcomes for our customers.

About the Role

The Onboarding and Customer Success Manager is a high-impact, execution-heavy role responsible for driving fast, successful customer onboarding and long-term retention.

This is not a passive account management role. It is a hybrid of onboarding, customer success, and revenue enablement in a fast-moving SaaS environment where speed to value and customer outcomes directly impact growth.

You will own the onboarding to adoption to expansion journey, with clear accountability to activation, product usage, retention, and overall customer health.

Compensation and Benefits

• Salary: $54,000 to $65,000 plus 10 to 15 percent variable
• Health, dental, and vision benefits
• 401(k) with company match
• Generous PTO and paid holidays
• Professional development support
• Clear growth path into senior and leadership roles

Success in this role is measured by onboarding velocity, time to value, product adoption, customer health, and retention. This role is a direct driver of both customer experience and revenue performance.

The ideal candidate must be

• Execution-driven and highly accountable
• Comfortable owning both onboarding delivery and ongoing customer outcomes
• Strong in structured processes while adaptable in live customer environments
• Confident leading customer conversations that drive action and progress
• Focused on speed, clarity, and removing friction

This is a builder role. You are expected to take ownership, move quickly, and drive measurable impact across the customer lifecycle.

Role Description

This is a full-time, hybrid role based in Miami, FL.

You will own the end-to-end onboarding experience, leading kickoff calls, guiding system setup, supporting data migration, and delivering training that gets customers to early value quickly and consistently.

Post-onboarding, you will manage a book of business and act as the primary success partner. You will proactively monitor customer health, drive product adoption, and identify risks before they impact retention. You will also identify expansion opportunities and partner cross-functionally to execute.

You will work closely with Product, Sales, and Support to resolve issues, share insights, and continuously improve the customer journey.

This role is measured by outcomes, not activity, including onboarding completion, product adoption, retention, and customer satisfaction.

Qualifications

• 2+ years of experience in customer success, onboarding, account management, or a related SaaS role
• Proven experience owning the full customer lifecycle from onboarding through retention
• Strong project management skills with the ability to manage multiple accounts simultaneously
• Experience leading customer calls, demos, and training sessions
• Excellent communication and stakeholder management skills
• Familiarity with CRM and customer success tools
• Data-driven mindset with the ability to translate insights into action
• Strong problem-solving ability and customer-first approach

Preferred

• Experience with membership-based businesses such as fitness, wellness, or martial arts
• Exposure to SaaS implementation or technical onboarding
• Experience owning both onboarding and ongoing customer success

Additional Job Application Terms

This job is part of LinkedIn’s Full-Service Hiring beta program. Eligibility is limited to candidates located in and performing services in the United States, excluding those based in Alaska, Hawaii, Nevada, South Carolina, or West Virginia.

We’re committed to making our hiring process as smooth and timely as possible, and we understand that waiting to hear back can add to the anticipation. If you’re a potential fit, our team will reach out within two weeks to progress you to the next stage. If you don’t hear from us in that time, we encourage you to explore other opportunities with our team in the future, and we wish you the very best in your job search.