Customer Success & Onboarding Manager

About the Role

Mizo helps MSPs become Managed Intelligence Providers by automating ticket triage, dispatch, resolution assistance, documentation, and QA through AI agents. The Customer Success & Onboarding Manager owns the entire client lifecycle — from kickoff and activation through long-term retention and expansion — and is obsessed with making every stage of that journey faster, smoother, and more valuable each cohort.

This role sits at the intersection of customer obsession, continuous improvement, and hands-on engineering. Onboarding isn't a generic SaaS "get them logged in" motion — it's a structured pipeline across five stages (Intake, Triage, Dispatch, Resolution Assistance, QA), each graduating from human-in-the-loop recommendation to full automation as trust is earned. But activation is only the beginning: once a client is live, you own the relationship that follows — keeping agents adopted, accounts healthy, renewals secured, and usage expanding across more stages, seats, and workflows. The core challenge isn't feature awareness, it's convincing skeptical technicians that AI-generated output deserves their trust — and proving it with their own data, again and again over the life of the account. You won't just run this motion; you'll rebuild it every time you find friction, and you'll build the tooling and agentic workflows to do that yourself rather than waiting on a roadmap slot.

Key Responsibilities

• Design and continuously improve the onboarding experience. Build and iterate on flows, checklists, and in-app guidance so new clients reach activation with less friction every cohort — treat the current process as a first draft, not a finished system.
• Own the activation journey. Lead kickoff calls, configure integrations (PSA, documentation, communication, RMM tools), and run every client through the five-stage pipeline from sync to full "Activated" status.
• Run the trust ladder. Sequence feature activation by risk, and lead each ask with evidence from the client's own ticket data rather than a generic pitch — push automation over HITL wherever the data supports it.
• Monitor per-stage acceptance rates across Intake, Triage, Dispatch, Resolution Assistance, and QA, and intervene personally when a stage stalls rather than waiting on a fixed check-in calendar.
• Build the internal Level 1 support system. Be the first point of contact for onboarding-stage client issues, triage and resolve straightforward problems, and escalate complex technical issues to the right team.
• Be the internal expert on prompting Mizo's AI agents. Understand how each agent is configured and prompted, and translate that expertise into training material, best practices, and client-facing guidance.
• Own technician-facing enablement. Train client teams on how the agents work, run the go-live email track and weekly per-tech stats, and get skeptical L1 techs to actually adopt each new automated step.
• Own the post-activation relationship. Once a client is live, become their ongoing point of contact — run regular check-ins and business reviews, track account health, and keep agents adopted long after the initial go-live excitement fades.
• Drive retention and renewals. Own renewal outcomes for your book of business, spot at-risk accounts before they churn, and lead the save motion when usage or sentiment dips.
• Grow accounts. Identify and drive expansion — more automated stages, more seats, more workflows — by continuously demonstrating ROI and surfacing the next high-value use case for each client.
• Deliver the monthly exec ROI one-pager to client champions — the artifact they forward to their own leadership to justify continued investment and expansion.
• Capture feedback loops. Document recurring onboarding blockers, adoption friction, and client feedback across the lifecycle, and work with Product to reduce future support load and shape the roadmap.
• Maintain onboarding documentation in Notion and Pipedrive — playbooks, FAQs, PSA-specific configuration notes, and client profiles — and keep it current as the product evolves.

Required Qualifications

• 3-6 years in customer onboarding, implementation, or customer success — ideally spanning both activation and ongoing account management — at a B2B SaaS or MSP-adjacent company, with real ownership of process design and retention outcomes, not just execution of someone else's playbook.
• Comfortable being hands-on with software configuration (integrations, settings, workflows), not just relationship management.
• Comfortable using AI-assisted development tools to build and iterate on lightweight automations, internal tools, or agentic workflows yourself, without needing an engineer for every change.
• Demonstrated ability to read usage/adoption data and act on it — you notice a stalled stage before a client complains about it.
• Strong written and verbal communication in English; able to explain technical concepts to non-technical users.
• Genuine curiosity about AI agents and prompt design; willing to become the internal go-to person on this.
• A continuous-improvement mindset: you treat every cohort's friction points as the next thing to fix, not a one-time onboarding checklist to maintain.
• Comfortable working in a fast-moving startup environment with evolving processes.

Desired Skills and Qualifications

• Experience with ticketing/PSA tools (ConnectWise, Autotask, HaloPSA) is a strong plus.
• Background in MSP, IT services, or managed services operations — direct familiarity with how a service desk runs is a major credibility unlock with technicians.
• Experience with Pipedrive or a comparable CRM, and Linear, Notion, or similar documentation tools.
• Familiarity with low-code/automation platforms (n8n, Zapier, Retool) or AI coding assistants for building internal tooling.
• Change-management instinct: experience getting a skeptical, technical end-user (not just a champion buyer) to adopt something new.

Success Metrics

• Time to first value / time to activation, and its trend cohort over cohort.
• Onboarding completion rate and per-stage acceptance rates (HITL → Automatic graduation).
• Gross retention, net revenue retention (NRR), and churn across your book of business.
• Expansion revenue — additional stages, seats, and workflows activated post-onboarding.
• Reduction in manual onboarding effort and friction points shipped per quarter.
• Client satisfaction (CSAT/NPS) across onboarding and the ongoing relationship.

What We Offer

• Competitive salary + ESOP: Real ownership in a company with early traction, plus performance-based bonuses.
• High autonomy: You own the onboarding system, your book of accounts, and how both evolve.
• Direct client impact: Your work is the difference between a client staying in HITL forever and actually seeing — and expanding on — the ROI they bought Mizo for.
• Remote-first: Flexible work arrangement, async-first culture.
• Montreal office (Plateau): We have an office on the Plateau. You're welcome to come in whenever you want.
• Growth trajectory: Join at the ground floor of a fast-growing AI company.
• Cutting-edge AI: Work with agentic AI, LLMs, and autonomous workflows daily.

Why Mizo?

MSPs are drowning in repetitive service desk work. We're building AI agents that handle it autonomously — and the market is responding. With customers on 4 continents and growing fast, we're proving that agentic AI can transform how IT services are delivered.

This is a chance to join before the growth curve steepens. You'll work directly with the founding team, talk to customers regularly, and see your work in production within days, not quarters.