Website:
garage.app
Job details:
Garage.app is an all-in-one business operating system built for founders to run, manage, and scale their companies from a single connected platform — eliminating the need for fragmented tools. Our vision is to build the Network Economy, where every founder in Garage becomes an active node in a powerful, interconnected ecosystem that is designed to accelerate growth and opportunity.
The Role
The Customer Success Specialist is responsible for ensuring every founder who joins our ecosystem successfully activates, engages, and realizes measurable value within their first 90 days. This is not a reactive support function — it is a proactive, relationship-driven role focused on creating successful founder journeys.
You will own the complete onboarding experience for assigned founders, guiding them from initial signup through activation and long-term success across our ecosystem: OfficeStream, BackOffice Apps, GarageSale, GaragePay, and AI Employees.
Your mission: transform registrations into active, thriving businesses by driving adoption, engagement, and outcomes.
If you enjoy building relationships, solving problems, and helping startups succeed, we’d like to hear from you.
Key Responsibilities
Founder Onboarding — Days 1 to 7
• Conduct a 60-minute daily onboarding call with every new founder for 7 consecutive days inside their Garage conference room
• Follow a defined daily agenda covering a specific layer of the platform for each session
• Configure tools alongside the founder during the call and ensure the day's checklist is fully completed before ending the session
Sales to CS Handoff
• Receive the Sales handover form for every new founder assigned to you
• Review their workspace within 4 hours of registration
• Send a personalised gap email and WhatsApp message identifying what is set up and what is missing
• Log every founder in Taskrooms from day one and update their task record after every call
Day 30, 60, and 90 Check-ins
• Run structured check-in calls at Day 30, 60, and 90 for every founder in your portfolio
• Deploy the next AI Employee in their roadmap during each check-in
• Review targets against actuals and document progress at every milestone
Platform Activation
• Own activation across every module — OfficeStream, Deals CRM, Taskrooms, Teamforce, NetworkMail, Calendar, Cabinet, (Ai)vatars, GarageSale, and GaragePay
• Define what full activation looks like for each founder based on their business type
• Ensure no founder is marked active until all critical checklist items are complete
Founder Retention and Escalation
• Run a structured follow-up sequence for unresponsive founders
• Escalate to the assigned Sales rep after four unanswered follow-ups
• Flag at-risk founders to the CS lead before they churn
Case Study Identification
• Identify founders showing strong early results and flag them to the leadership team as case study candidates
• Document the setup and actions that drove their results for internal learning and marketing use
What a Typical Week Looks Like
• 3 to 5 active founder onboarding running simultaneously across Days 1 to 7
• Morning WhatsApp messages sent to every founder before their daily call
• Post-call summary emails sent within 1 hour of every session ending
• Taskrooms updated after every call with gaps, outcomes, and next steps
• Day 30, 60, or 90 check-ins for founders who have completed their 7-day programme
• Coordination with the Sales team for new handoffs and escalations
• Platform knowledge kept current as new features go live
Experience
• 2–4 years of experience in customer success, onboarding, or account management in a SaaS product
• Comfortable running back-to-back video calls daily — this role is call-heavy by design
• Ability to learn a complex, multi-module platform quickly and teach it confidently without notes
• Experience with CRM tools, project management software, or HR platforms is a strong advantage
• Background in a startup or scale-up environment where you were building processes, not just following them
Required Skills
• Strong written communication — your summary emails and WhatsApp messages represent Garage in every founder's inbox
• Highly organised — you will manage 10 to 20 founders at different stages simultaneously with nothing falling through the cracks
• Proactive by default — you do not wait for founders to come to you with problems
• Familiarity with AI tools and a genuine interest in how automation changes business operations
• Experience with affiliate marketing, network marketing, or community-led growth is a plus
Preferred Skills
• Prior experience onboarding founders, SMB owners, or operators onto a SaaS platform
• Comfort working with multiple tools simultaneously across a live call
• Strong problem-solving ability — able to troubleshoot platform issues on the spot during founder sessions
• Experience working in a structured, milestone-based customer success framework
Personality Traits
• Relationship-driven — you genuinely enjoy helping people succeed
• Detail-oriented and obsessed with follow-through
• Calm and confident on back-to-back calls across different founder types
• Proactive and structured in how you manage your workload
• Curious about technology, AI, and how businesses operate
• Comfortable with ambiguity and fast change in a startup environment
Why This Role Matters
Every founder who joins Garage.app is trusting us to help them run their business better. The Customer Success Specialist is the most important person in that relationship after the sale. Your work directly determines whether a founder becomes a long-term power user or churns in the first 90 days. This role has real ownership, real impact, and a direct line to the leadership team.
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