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Onboarding & Support Manager at CloudNC | All Remote Jobs

CloudNC

Onboarding & Support Manager

United States · remote · Salary not listed

Role overview

Who are CloudNC?CloudNC is transforming global manufacturing with AI that accelerates CAM programming, maximizes factory output, and empowers machinists to deliver more.
Our core product, CAM Assist, speeds up CNC machining by tackling the most time-consuming and repetitive parts of the process, from machining strategy to toolpath generation.
It enables machinists to create effective programs in minutes, unlocking their full potential and helping shops increase throughput and improve consistency.
Today, CAM Assist is trusted by over 1,000 machine shops around the world to enhance their teams’ productivity, resolving skills shortages and helping them to deliver efficiently for their customers.
Founded in 2015, CloudNC consists of a world-class team combining expertise in computer science and physical manufacturing, based in our headquarters in London and our factory in Chelmsford.
The technology company is backed by leading venture capital firms Atomico and Episode 1 Ventures, alongside Autodesk and Lockheed Martin as strategic partners.

The short version
We need someone who can get hundreds of machine shops live on CAM Assist without needing a CAM programmer in the room, and who owns product support while they are doing it.

What CAM Assist isAI that writes CNC toolpaths inside the CAM software programmers already use: Mastercam, Fusion, Siemens NX, GibbsCAM and SolidCAM. Work that takes hours takes minutes.
Our customers are precision manufacturers, and they buy it because the time saving is obvious. What sits between signing and seeing that saving is that this is a new product doing something new, on top of the ordinary friction of getting software set up and configured for how that shop works. Closing that gap quickly and repeatably is this job.

What you need to bringYou learn fast. CAM Assist is a new product doing something new, and it moves. You need to get to the point where you can hold your own with an experienced programmer in weeks rather than months, and then do that again every time the product changes. This is the single thing we care most about.
Manufacturing and tooling knowledge. You understand machining, tooling and how a shop actually runs: setups, fixturing, tool libraries, why cycle time is the thing everyone is really talking about. You are familiar with CAM without necessarily having worked as a programmer. Enough to be taken seriously by someone with twenty years on the machines, and enough to know when to bring one of our CAM programmers in.You are a player-coach. You have managed or mentored people while still carrying real delivery yourself, and you prefer it that way. You will have one direct report to start with and more as we grow, but the job does not become less hands-on as it grows.Pace. New customers arrive in lumps and the 30-day clock does not care. You need to be comfortable holding fifteen customers at different stages without dropping one, and deciding quickly which of them needs you today.The instinct to build rather than absorb. Stopping to productise something, instead of doing it manually again, is most of what separates people who are good at this role from people who are merely busy in it.

Apply on source siteListed via Himalayas

The jobYou own two things: getting every new customer live, and the product support function that looks after them afterwards.
This is a hands-on management role, and we mean hands-on. You will be running onboarding calls yourself, in the product, with customers, from your first month and permanently. You will also own product support as an area of the business, including line managing the Product Support Specialist who runs the queue day to day.
Roughly 60% of your week is delivering onboarding yourself, 20% is owning support, and 20% is building the systems that mean the hundredth customer gets live faster than the tenth.
You are not a process manager reviewing other people's work. If you are looking for a role where you delegate the customer conversations, this is not it.
Concretely, you will:
Run onboarding personally for new customers, from sales handover through installation and setup to a first real part
Own the product support function outright: the queue, the response quality, the escalation path, and the outcome
Line manage and develop our Product Support Specialist, and build the team out as we scale
Turn recurring friction into playbooks, help content and product requirements, so the same problem stops arriving twice
Watch the usage data, spot customers going quiet, and intervene before they stall
Manage the customer escalations through support and onboarding into our CAM programming team
What you will be measured on
The percentage of new customers reaching first accepted toolpath within 30 days
The percentage onboarded in one or two touchpoints, which we want going up
The percentage of support requests needing CAM programmer time, which we want going down through process / documentation evolution
Support responsiveness, and more importantly the fall in repeat contacts as documentation, tooling and the product improved
Probably not for you ifYou want to spend your day solving the hardest technical problem in the room. That is a CAM programmer's job here, and it is a good one, but it is not this one.
Or if you are looking for a step away from delivery. The management here comes on top of the hands-on work, not instead of it.

How we workSmall team, deliberately, and we lean towards building systems rather than adding people.
Onboarding and product support sit together as one customer experience function, and you will own it. Two separate queues, the same skill set, and a shared job: making the experience of CAM Assist good enough that fewer customers need to ask in the first place. Most support tickets are experience problems rather than technical ones, so the two sides see the same things from different ends.
Fully remote within the US. We are a UK company with a growing US team, and the working week is already built around UK and US overlap, so you will not be the only one on a transatlantic call. Occasional travel for strategic customers, trade shows and team meet-ups.

BenefitsStock Options
Annual Performance Equity Award
36 days of annual leave including public holidays
Leading medical plan
Life Insurance
4 weeks paid Sabbatical every 4 years
401k
Enhanced primary, secondary and adoption parental pay & leave (maternity/paternity)
and more...

Equal Opportunities StatementWe are proud to be an equal opportunity employer, valuing individuality and embracing all people. The success of CloudNC is a result of diversity of thought. We recognise this comes from people truly belonging. We encourage different perspectives and skills to collaborate towards our mission - disrupting the manufacturing industry. We celebrate diversity and continually improve our inclusivity efforts.