Customer Success Manager - Technical Onboarding

About the Role

HubBox 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.

About HubBox

HubBox’shttp://hubbox.com/ 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, HubBox 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, HubBox quickly and reliably increases OOH network volume – adding millions of extra packages every year to drive long-term, sustainable growth.

What You’ll Be Doing

• 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 HubBox 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, WooCommerce, BigCommerce, 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.

Experience That Fits This Role

• 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.

Some of the Tech & Tools we use

• HubSpot
• Atlassian - Jira & Confluence
• Google - Mail, Calendar, Drive
• Slack
• Figma

Our Values

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 HubBox.
• We’re agile: Retail moves fast, and so do we. We’re constantly innovating so we can continue to shape the future of shipping with the Power of Pickup.
• We put people first: From celebrating team wins to acting on feedback, HubBox is a place where people feel truly seen and valued.

As HubBox continues to scale, we really value face-to-face connection - so it’s important that you’re visible. We’re proud of the spaces we’ve created for the HubBox team, and because of that, you’ll need to be within easy reach of the office and commit to being in at least 3 days a week.

Don’t tick every box? That’s okay.

The diversity of our team reflects the diversity of our clients, partners and customers. We don’t just welcome diverse communities – we celebrate them. We’ve built an environment where everyone is supported and respected, and we want you to feel that too. We value fresh ideas, different ways of thinking, and new approaches – and we listen closely. We’re committed to learning and improving as we grow.

What’s in it for you?

At HubBox, you’ll have the chance to make a real difference. The opportunities for personal growth are huge, and your ideas will always be heard and valued.

• 25 days paid time off (PTO) per calendar year plus 8 public holidays - and you then get an extra day for every year you work at HubBox up to 30 days
• Healthcare through United Healthcare (with optional adult vision and dental coverage)
• Retirement plan via Guideline (note: HubBox doesn’t currently contribute, but the plan is there if you’d like to enrol)
• Enhanced Paid Parental Leave
• Work Outside the Office (WOO) for up to 2 weeks a year
• A great space to work – our Midtown office in Pershing Point Plaza includes paid parking and an onsite gym