Customer Success
Delivery Onboarding Specialist
Guide new agencies from first SOW upload to their first signed change order. You will run the onboarding audit, tune boundary rules with their PMs, and make sure nobody ever feels policed.
- Location
- Remote, India (overlap with US Eastern mornings)
- Type
- Full-time
- Compensation
- ₹18L to ₹26L base plus ESOPs
- Reports to
- Siddharth Malhotra, VP Customer Success
- Posted
- Oct 20, 2026
What you will do
- Lead 14-day trial onboarding for Studio and Agency plan customers, including SOW ingestion review and channel selection.
- Run the onboarding scope audit and walk agency leadership through the findings.
- Coach PMs on non-confrontational change order conversations using TWINJAM's script library.
- Capture product feedback and recurring false-positive patterns for the Applied AI team.
What you bring
- 3+ years as a project manager, delivery lead or account manager at a digital, software or creative agency.
- Hands-on experience with Jira or Linear, Slack, and a time-tracking tool such as Harvest or Clockify.
- Excellent spoken and written English, and comfort presenting to agency founders.
Nice to have
- PMP, PRINCE2 or CSM certification.
- Experience reading and negotiating SOWs or MSAs.
- Customer success experience at a SaaS company.
Missing a few of these is fine. We care more about how you think than about a checklist.
Why this role matters
Agencies trust TWINJAM with their client channels and contracts because we are careful, quiet and accurate. Everyone on the team protects that trust: we review flags with customers, read real SOWs, and measure ourselves on how rarely a PM has to dismiss an alert.
See the product you would be building.
The sandbox runs a live scope feed with real SOW clauses, flags and change orders.