Editar Hook Summary The single biggest goal for the first three months is to transform the new Customer Success Manager into a fully independent owner of the client success lifecycle: confidently onboarding new clients, resolving support requests through Zendesk, facilitating weekly Q&A calls, and collaborating effectively with Sales, Product, and the Head of Support. Assumptions: The company already has established onboarding processes, customer documentation, ticket workflows, and product knowledge resources. The Head of Support will provide access to systems, customer examples, and performance expectations during the ramp-up period. 30-Day Rapid Ramp-Up Phase: Foundation and Assisted Execution Week 1: Company, Customer, and Process Immersion Daily Actions Day 1 Complete company orientation with the Head of Support. Review Customer Success Manager responsibilities, escalation paths, and communication standards. Gain access to Zendesk, HubSpot, and Notion. Review existing customer onboarding workflows. Day 2 Study current client onboarding process from signed contract through successful activation. Review examples of successful customer onboarding journeys. Create personal notes in Notion covering key customer milestones. Day 3 Complete Zendesk introduction module: Ticket categories. Priority levels. Internal notes. Escalation procedures. Shadow a support ticket review session. Day 4 Complete HubSpot introduction module: Customer records. Deal history. Sales handoff information. Review active customer accounts with Sales collaboration. Day 5 Attend weekly Q&A call as an observer. Review customer questions asked during the session. Meet with Product team to understand common product-related customer concerns. Shadow Sessions Shadow Head of Support handling customer tickets. Shadow a Sales-to-Customer Success handoff. Attend one live weekly Q&A call. Learning Modules Customer onboarding lifecycle. Support communication standards. Internal collaboration processes. Product knowledge fundamentals. Week 2: Guided Customer Support and Onboarding Practice Daily Actions Day 6-7 Review five completed client onboarding examples. Identify common customer goals, challenges, and adoption blockers. Day 8 Practice creating Zendesk tickets from simulated customer requests. Learn response templates and escalation rules. Day 9 Assist with onboarding preparation: Customer information review. Meeting agenda preparation. Follow-up documentation. Day 10 Co-host part of a weekly Q&A call. Document customer questions and create improvement notes in Notion. Shadow Sessions Observe two client onboarding meetings. Shadow ticket resolution from creation to closure. Learning Modules Writing effective customer responses. Identifying urgent versus non-urgent issues. Documenting customer insights. Week 3: Supported Ownership Daily Actions Day 11-12 Manage assigned low-complexity Zendesk tickets with review from the Head of Support. Update customer records in HubSpot. Day 13 Run a practice onboarding session using an internal test account. Receive feedback on clarity, pacing, and customer communication. Day 14 Create customer knowledge notes in Notion based on observed patterns. Day 15 Lead selected sections of the weekly Q&A call. Shadow Sessions Review complex tickets with Head of Support. Participate in Product discussions regarding customer feedback. Learning Modules Customer issue diagnosis. Cross-team communication. Customer education techniques. Week 4: Initial Independent Execution Daily Actions Day 16-20 Manage assigned onboarding tasks independently. Handle standard Zendesk requests. Maintain accurate HubSpot customer records. Prepare and deliver portions of weekly Q&A calls. Milestone Review At the end of 30 days, the employee should be able to: Navigate Zendesk confidently. Complete standard client onboarding activities. Answer common customer questions. Document customer interactions accurately. Collaborate with Sales and Product teams. 60-Day Transition Phase: Independent Work and Performance Development During days 31-60, the Customer Success Manager moves from assisted execution to independent ownership. Responsibilities Client Onboarding Independently manage new client onboarding workflows. Conduct onboarding meetings. Track customer progress and identify adoption risks. Maintain onboarding documentation in Notion. Support Tickets Own assigned Zendesk ticket queues. Resolve standard issues without supervision. Escalate technical or product-related concerns appropriately. Identify recurring customer problems. Weekly Q&A Calls Fully facilitate weekly customer Q&A sessions. Prepare agendas based on customer needs. Capture product feedback and support trends. Initial Metrics The manager should begin measuring: Zendesk ticket response quality and accuracy. Ticket resolution consistency. Customer onboarding completion progress. Attendance and effectiveness of weekly Q&A sessions. Quality of HubSpot customer data maintenance. Accuracy and usefulness of customer documentation. 60-Day Review The Head of Support reviews: Ability to prioritize customer needs. Communication quality. Independence in handling customer requests. Collaboration with Sales and Product. Ability to recognize customer risks. 90-Day Mastery Phase: Full Customer Success Ownership By day 90, the Customer Success Manager should operate as a fully certified member of the Customer Success function. Full Ownership Responsibilities Client Onboarding Own the complete onboarding journey from customer introduction through successful activation. Identify customer goals and create onboarding strategies. Proactively communicate progress and risks. Improve onboarding documentation based on customer feedback. Support Operations Manage daily Zendesk responsibilities independently. Resolve customer issues efficiently. Identify recurring support patterns. Recommend improvements to support workflows. Customer Education Lead weekly Q&A calls independently. Ensure customers understand product capabilities. Capture feedback and communicate insights to Product. Cross-Team Collaboration Provide Sales with customer onboarding insights. Share customer trends with Product. Coordinate with the Head of Support on operational improvements. 90-Day Success Indicators The employee demonstrates: Consistent customer communication quality. Independent ticket management. Reliable onboarding execution. Accurate system usage. Effective collaboration across teams. Ability to identify opportunities to improve customer experience. Tool Mastery Checklist Zendesk ☐ Understand ticket creation and classification. ☐ Apply correct priority levels. ☐ Write professional customer responses. ☐ Add internal notes and escalation details. ☐ Track ticket progress through resolution. ☐ Identify recurring customer support issues. HubSpot ☐ Navigate customer records. ☐ Review Sales handoff information. ☐ Update customer lifecycle information. ☐ Maintain accurate customer activity history. ☐ Use customer data to prepare onboarding conversations. Notion ☐ Locate internal customer success documentation. ☐ Create organized customer notes. ☐ Document onboarding progress. ☐ Maintain reusable customer knowledge resources. ☐ Capture Q&A call insights and product feedback. New Hire Readiness Gate Before full certification, the manager must review and approve these practical assignments: Test 1: Complete a Full Client Onboarding Simulation The employee must conduct a simulated new client onboarding process, including: Reviewing customer information in HubSpot. Preparing onboarding materials from Notion. Explaining product usage clearly. Documenting next steps. Pass criteria: Demonstrates ownership of the onboarding workflow. Communicates clearly. Records accurate customer information. Test 2: Resolve a Zendesk Support Ticket Scenario The employee must handle a realistic customer support case from creation to resolution. Pass criteria: Correctly categorizes the ticket. Provides an accurate response. Knows when escalation is required. Documents the resolution properly. Test 3: Lead a Weekly Q&A Call Review The employee must independently run a practice Q&A session. Pass criteria: Creates a useful agenda. Answers customer questions effectively. Captures follow-up actions. Shares relevant feedback with Product and Support. Manager Action Plan Before the Employee Starts Prepare access to Zendesk, HubSpot, and Notion before day one. Provide customer onboarding documentation. Define customer communication standards. Schedule introductions with Sales and Product teams. During Days 1-30 Meet weekly with the employee to review learning progress. Provide customer examples and ticket scenarios. Include the employee in onboarding meetings and Q&A calls. Review early customer interactions and provide feedback. During Days 31-60 Gradually increase customer ownership. Review support ticket quality and onboarding progress. Coach on prioritization and customer communication. Encourage collaboration with Sales and Product. During Days 61-90 Evaluate readiness for full ownership. Conduct the New Hire Readiness Gate assessments. Identify process improvements the employee can contribute. Establish ongoing performance goals after certification. The manager’s primary responsibility throughout the 90-day timeline is to provide structured feedback, remove blockers, and create enough supervised customer exposure for the Customer Success Manager to become confident, accurate, and independent.