The Role

As an Onboarding Customer Success Manager at Telnyx, you will play a pivotal role in ensuring the seamless onboarding and successful implementation of our customers across the EMEA region. You will work closely with customers to guide them through the entire technical onboarding process, from initial setup to full integration, helping them leverage Telnyx’s advanced telecommunications solutions to meet their business goals. This role requires a deep understanding of technical processes, customer success strategies, and the ability to foster strong relationships with both technical and non-technical stakeholders.
You will be part of a dedicated team working across EMEA, supporting high-value customers by providing expert guidance on product deployment, troubleshooting, and optimization. Your efforts will ensure that customers not only successfully onboard but also derive maximum value from our platform long-term.

Responsibilities

• Lead Technical Onboarding: Oversee the technical onboarding process for new customers, ensuring they are set up for success from day one. Provide tailored guidance on Telnyx's platform, ensuring smooth integration with customer systems and applications.
• Implementation & Configuration: Work directly with customers to configure and implement Telnyx solutions based on their unique business requirements. Ensure all technical integrations are completed successfully, with a focus on delivering a high-quality customer experience.
• Create Success Plans: Collaborate with customers to define success metrics, set goals, and create detailed onboarding plans. Identify customer needs and develop tailored roadmaps that align with their technical and business objectives.
• Customer Support & Troubleshooting: Serve as the technical point of contact during onboarding, providing expert troubleshooting and support. Resolve issues quickly and efficiently, ensuring customers experience minimal disruptions.
• Optimize Customer Experience: Continuously evaluate the customer journey and look for ways to optimize the onboarding process. Help customers adopt best practices to ensure long-term success with Telnyx’s platform.
• Customer Relationship Management: Build strong, trusted relationships with key technical and business stakeholders, ensuring they feel supported and informed throughout the onboarding process.
• Metrics & Reporting: Track and report on key metrics during the onboarding phase, including progress, milestones, and customer feedback. Proactively identify opportunities for improvement and follow up on any outstanding issues.
• Promote Adoption: Guide customers through the process of adopting new features, ensuring they are fully integrated into their workflows. Help customers understand the value of our solutions and encourage them to maximize the potential of the platform.
• Customer Advocacy: Support customer success through advocacy, gathering feedback, and sharing insights to improve the onboarding experience. Help build customer testimonials, case studies, and success stories to highlight the value of Telnyx solutions.

What We’re Looking For

• 2+ years of experience in a customer-facing technical role, such as Solutions Engineering, Technical Support, or Implementation/Onboarding in a SaaS or telecommunications environment.
• Technical Expertise: Strong understanding of onboarding processes and technical configurations, including experience with APIs, cloud platforms, and telecom infrastructure.
• Project Management Skills: Proven ability to manage multiple onboarding projects simultaneously, ensuring customers stay on track and achieve their objectives.
• Excellent Problem-Solving Abilities: Ability to quickly diagnose issues and implement effective solutions to ensure smooth onboarding and implementation processes.
• Customer-Centric Mindset: A focus on delivering exceptional customer service, with a passion for helping customers succeed and thrive with Telnyx’s products.
• Strong Communication Skills: Excellent written and verbal communication skills. Ability to explain complex technical concepts clearly to both technical and non-technical stakeholders.
• Analytical Thinking: Ability to analyze onboarding data, assess customer needs, and apply insights to improve processes and outcomes.
• Adaptability & Team Collaboration: Ability to adapt to changing customer needs, work well under pressure, and collaborate effectively with cross-functional teams to deliver results.
• Fluency in English: Proficiency in English is required. Additional language skills (e.g., French, German, Spanish) are a plus but not necessary.

Note: this role is a hybrid role based out of our Amsterdam office.

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