Customer Onboarding Specialist

New

Based in the United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: 2+ years
Required Skills: Project ManagementCustomer SuccessSaaSHubSpotGoogle WorkspaceSlackCRM

2+ years of experience in SaaS onboarding, implementation, customer success, or similar client-facing roles.
Demonstrated ability to manage multi-step, multi-week customer setup processes.
Strong understanding of SaaS product configuration and workflows.
Excellent written and verbal communication skills.
Confidence leading video calls, screen-sharing sessions, and live walkthroughs.
Strong organizational and project management skills for managing multiple onboarding timelines simultaneously.
Ability to troubleshoot products live and explain technical concepts to customers with varying skill levels.
Patient and empathetic approach when working with customers during implementation.
Comfortable working with CRM systems and operational tools.
Ability to tailor onboarding strategies to different customer business models.
Comfortable working independently and asynchronously with distributed teams.

Guide new customers through product setup, configuration, integrations, and initial workflows.
Manage customer onboarding from kickoff through launch, ensuring milestones are completed.
Conduct one-on-one onboarding sessions, screen-share walkthroughs, and live troubleshooting.
Monitor onboarding progress, maintain accurate timelines, and proactively follow up with customers.
Provide timely how-to guidance through customer communication channels.
Partner with Support and Operations teams to resolve issues and identify onboarding gaps.
Identify and escalate risks that could affect customer adoption or retention.
Review and improve help documentation, training materials, and onboarding playbooks.
Contribute to scaled onboarding initiatives to improve activation and reduce friction.

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