Customer Success Manager - Technical Onboarding

Hub Box is seeking a dynamic and technically-minded Integrations Manager to join our growing team. This pivotal role is at the heart of our client onboarding process, responsible for seamlessly integrating new clients onto our platform. You will be a project manager, a technical consultant, and a client advocate all in one, owning the client relationship from contract-signing through to a successful go-live.

You will work directly with our clients' technical and business teams, our internal engineering team, and a variety of ecommerce platforms to ensure a swift, successful, and positive launch experience.

Hub Box’s makes it easy for any retailer to offer local pickup at their online checkout.

Trusted by 1,500+ global brands, including Macy’s, Gap, and Selfridges, Hub Box cuts shipping costs and boosts cart conversions for retailers, while providing the flexible, convenient delivery option that 70% of shoppers want.

As a strategic tech partner to leading carriers like UPS, DPD, DHL, and Royal Mail, Hub Box quickly and reliably increases OOH network volume – adding millions of extra packages every year to drive long-term, sustainable growth.

• Client Onboarding & Project Management:
  Lead and project manage the end-to-end onboarding process for new clients, setting clear timelines, managing expectations, and ensuring all milestones are met to get clients live as quickly as possible.
• Technical Configuration:
  Perform hands-on technical configuration and setup tasks within the Hub Box platform to prepare client accounts for go-live, ensuring all settings meet their specific business requirements.
• Platform Integration:
  Work proficiently with major ecommerce platforms, including Shopify, Magento, Salesforce Commerce Cloud, Woo Commerce, Big Commerce, and others, to configure and troubleshoot integrations.
• Client Support & Consultation:
  Act as the primary point of contact for clients throughout the integration phase, leading support calls, answering semi-technical queries, and providing expert guidance to ensure a smooth launch.
• Technical Triage & Escalation:
  Triage, diagnose, and resolve technical issues where possible. For more complex challenges, you will escalate them to the core engineering team, managing the communication loop with the client until a resolution is found.
• Product Feedback Loop:
  Collaborate closely with the Product and Tech teams, translating client feedback and integration challenges into actionable bug reports and feature requests that enhance our product and improve the onboarding experience.
• Testing & Quality Assurance:
  Support the Quality Assurance (QA) process by testing new product features, bug fixes, and platform updates, particularly those that impact the integration workflow and client setup.
• Documentation:
  Develop and maintain clear, comprehensive documentation—including setup guides and best practice articles—for both internal teams and clients to streamline future integrations.
• Process Improvement:
  Continuously identify and implement improvements to the onboarding process to enhance efficiency, reduce time-to-live, and boost client satisfaction.

• You will have worked in a similar role within SaaS / ecommerce/ tech company where you can demonstrate the skills needed for this role.
• Experience in running onboarding processes for clients where you have explained technical terms simply and handled clients' questions
• Be that person between tech teams and clients
• Technically confident and quick to learn new software and platforms.
• Excellent communicator, confident problem-solver, and highly organised with a sharp eye for detail and the ability to juggle multiple tasks.

• All teams work closely to develop our software and keep our clients happy. We believe that a happy and closely-knit team translates into better creativity, and ultimately, exceptional service for our clients.
• We collaborate:
  Open conversations, fresh perspectives and real connections with our colleagues, clients and partners are at the heart of Hub Box.
• We’re agile:
  Retail moves fast, and so do we. We’re constantly…