Customer Success Manager – Fluffy

Product: Fluffy  

Function:Customer Success, Onboarding & Product Adoption  

Preferred experience: 1-2 years in customer success, SaaS implementation, onboarding, or solutions consulting

About the role

We are looking for a Customer Success Manager who can understand both our product and our customers’ businesses—and connect the two to deliver measurable results.

You will help businesses successfully adopt *Fluffy, our AI sales and support agent*, by understanding their goals, guiding onboarding, training their teams, and continuously improving how they use the product.

Your ownership continues after launch. You will regularly review customer usage, identify gaps and opportunities, and recommend relevant features and workflow improvements that help customers save time, improve customer interactions, and achieve their business goals.

Key responsibilities

1. Understand each customer’s business and goals

- Learn how the customer operates, including their products or services, customer enquiries, sales process, support needs, and existing workflows.

- Identify repetitive tasks, missed opportunities, and challenges that Fluffy can help address.

- Create a customer success plan with clear priorities, baseline metrics, agreed outcomes, and milestones.

2. Become a Fluffy product expert

- Develop a thorough understanding of Fluffy’s features, configuration options, supported integrations, and limitations.

- Stay updated on product releases and understand which customers would benefit from each relevant capability.

- Explain product capabilities through practical examples that relate to the customer’s business.

3. Own customer onboarding and activation

- Lead the customer journey from sales handover through discovery, setup, testing, training, and launch.

- Help customers prepare accurate business information, FAQs, instructions, and handover rules for their intended use cases.

- Coordinate technical requirements with the relevant teams and ensure the customer completes their first useful workflow.

- Train administrators and business users so they can confidently operate Fluffy and manage conversations that require human attention.

4. Monitor usage and identify adoption gaps

- Regularly review available usage reports, feature adoption, conversation outcomes, and customer feedback.

- Identify low usage, incomplete setup, repeated difficulties, ineffective workflows, and relevant features customers are underusing.

- Proactively contact customers when usage patterns indicate they need guidance or additional support.

5. Improve conversation quality and workflow efficiency

- Review representative conversations to identify inaccurate answers, missing business knowledge, incomplete qualification, and ineffective handovers.

- Work with customers to improve their business content, instructions, and supported configurations.

- Test changes and assess whether they improve the customer’s agreed outcomes.

6. Recommend relevant features and measure their impact

- Match Fluffy features to specific customer needs and explain the expected business benefit.

- Help customers implement suitable improvements, including supported automation and integrations in coordination with technical teams.

- Follow up after implementation to measure whether the recommendation reduced effort, improved response quality, or strengthened the customer’s workflow.

7. Maintain strong customer relationships

- Conduct regular progress reviews covering results, challenges, priorities, and next actions.

- Maintain clear account records with goals, usage findings, risks, action owners, and deadlines.

- Identify dissatisfaction or declining adoption early, create recovery plans, and support retention by demonstrating ongoing value.

8. Represent customer needs internally

- Coordinate with support, product, sales, and technical teams to resolve customer issues and confirm successful resolution.

- Share recurring problems, feature requests, and improvement opportunities with clear examples and business context.

- Turn successful implementations into reusable onboarding guides, training materials, and practical use cases.

What we are looking for

- Experience managing customers in a SaaS, technology, business software, or automation environment.

- Strong business discovery skills: the ability to ask useful questions, understand workflows, and identify the real problem.

- Confidence delivering product demonstrations, onboarding sessions, and customer training.

- Ability to interpret usage dashboards, spreadsheets, and basic performance metrics, then turn findings into practical recommendations.

- Clear verbal and written communication, with the ability to explain technical concepts in simple language.

- Strong organization and follow-through across multiple customer accounts.

- A proactive approach to identifying problems and helping customers achieve results.

Good to have

- Experience with AI assistants, chatbots, CRM systems, WhatsApp Business solutions, or customer communication platforms.

- Familiarity with business knowledge setup, conversation testing, lead qualification, and human handover processes.

- Basic understanding of APIs, webhooks, and integrations to support effective coordination with technical teams.

- Experience improving customer adoption, operational efficiency, satisfaction, or retention.

How success will be measured

- Customers complete onboarding and reach their first agreed business outcome.

- Customers consistently use the features relevant to their goals.

- Recommendations lead to measurable improvements against agreed baselines, such as less manual work, faster handling of enquiries, or better lead qualification.

- Conversation quality and workflow effectiveness improve through regular reviews.

- Adoption risks are identified early and followed through to resolution.

- Customers remain satisfied, engaged, and able to clearly explain the value they receive from Fluffy.

Who will thrive in this role?

Someone who enjoys understanding how businesses work, learning a product deeply, building customer relationships, and using data to make practical improvements.

You should be comfortable asking: “What is this customer trying to achieve, how are they using Fluffy today, and what should we improve next?”