Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 26, 2026
Full Job Description
đź“‹ Description
- • As an Onboarding Manager at Rossum Ltd., you will be a pivotal member of our Customer Experience & Services team, dedicated to ensuring our customers and partners achieve seamless success with our cutting-edge AI platform for document understanding. Your primary mission is to guide new users through the onboarding process, systematically reducing friction in their workflows and empowering them to harness the full potential of Rossum. This role is crucial for scaling our partner-driven strategy, where you will foster confidence and independence in our delivery partners, transforming them into proficient Rossum experts.
- • You will be at the forefront of our Implementation Services, engaging directly with customers to facilitate their journey from initial configuration to full platform adoption. A significant part of your role will involve supporting and enabling our delivery partners, which includes refining existing processes, enhancing documentation, and ensuring they have the resources needed to excel. Building and nurturing strong, trust-based relationships with both our valued customers and our strategic partners will be paramount to your success.
- • A key responsibility will be to effectively train stakeholders on the Rossum platform, sharing best practices, and championing change management initiatives to ensure smooth transitions and widespread adoption. You will collaborate closely with Solution Architects on complex implementation projects, leveraging their expertise and contributing your own insights to deliver exceptional outcomes. This collaboration extends to customizing product setups, meticulously aligning them with the unique workflows and specific needs of each customer.
- • Your role will also involve a dynamic partnership with our Product, Customer Experience (CX), and Sales teams. Together, you will work to continuously refine and optimize the overall onboarding journeys, ensuring they are intuitive, efficient, and highly effective. A data-driven approach is essential; you will be responsible for tracking customer adoption rates and measuring time-to-value metrics. By analyzing this data, you will identify areas for improvement and iterate on our onboarding strategies to drive continuous enhancement and maximize customer ROI.
- • Success in this role means becoming a go-to expert for onboarding excellence. You will be instrumental in defining and executing strategies that not only onboard clients efficiently but also set them up for long-term success and advocacy. This involves understanding the nuances of B2B SaaS implementations and applying your technical acumen to solve complex challenges. Your ability to translate technical capabilities into tangible business value for our clients will be a defining characteristic of your impact.
- • Furthermore, you will contribute to the evolution of our onboarding methodologies. This includes developing standardized templates, creating comprehensive documentation, and potentially exploring innovative approaches to accelerate the onboarding cycle. By proactively identifying opportunities for improvement and taking ownership of initiatives, you will directly influence the scalability and effectiveness of our customer success operations. Your efforts will directly contribute to Rossum's mission of eliminating manual work and enabling businesses to scale faster and focus on more meaningful tasks.
- • This role offers a unique opportunity to work with a groundbreaking AI platform that is actively reshaping industries. You will be part of a collaborative, humble, and impact-driven team that values innovation and transparency. We encourage experimentation and provide the autonomy needed to develop and implement your own ideas, helping to write the playbook for future onboarding success. Your contributions will be recognized and valued, as we believe the best ideas can come from anywhere within the organization.
- • Ultimately, your success will be measured by the tangible value our customers derive from Rossum. By ensuring a smooth, efficient, and value-driven onboarding experience, you will play a critical role in customer retention, satisfaction, and the overall growth of Rossum Ltd. You will be the architect of our customers' initial success, setting the stage for lasting partnerships and mutual growth.
🎯 Requirements
- • Minimum of 3 years of experience in onboarding, implementation, or technical support roles, preferably within a B2B SaaS environment.
- • Familiarity with technical concepts such as Python, APIs, JSON/XML, and integration methods like SFTP/S3.
- • Proven ability in stakeholder management, with excellent communication and interpersonal skills to effectively engage with diverse audiences.
- • A strong customer-first mindset, demonstrating a bias for action, proactive problem-solving, and a high degree of ownership.
- • Experience with Rossum platform, MongoDB, Elasticsearch, or data visualization tools like Tableau is considered a significant advantage.
- • Ability to analyze data, track key performance indicators (KPIs), and use insights to drive process improvements and strategic decisions.
🏖️ Benefits
- • Generous vacation policy: 5 weeks of paid vacation plus 5 personal/sick days.
- • Enhanced parental leave: An additional 2 weeks of paternity leave.
- • Flexible work arrangements: Hybrid work model and flexible working hours to support work-life balance.
- • Employee Stock Options Plan (ESOP): Opportunity to share in Rossum’s long-term growth and success.
- • Professional development budget: Dedicated funds for personal development, education, and language courses.
- • High-end tech equipment: Provision of a MacBook, external monitor, and choice of keyboard.
- • Social engagement: Regular team meetups and offsites for team building and connection.
- • Wellness support: Access to a MultiSport Card for physical well-being.
Skills & Technologies
Python
MongoDB
Elasticsearch
REST
Remote
About Rossum Ltd.
Rossum Ltd. is a London-based technology company founded in 2017 that provides an AI document processing platform. Its cloud-native solution automatically extracts structured data from invoices, purchase orders, and other business documents using deep learning and cognitive OCR. The platform replaces manual data entry for enterprises, integrates with ERP and RPA systems, and offers validation workflows and analytics. Customers include shared services centers, accounting firms, and Fortune 500 companies across Europe and North America seeking to reduce processing costs and errors.
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