Customer Onboarding Specialist

Accountabilities

• • Customer Onboarding: Guide new customers through product setup, configuration, integrations, and initial workflows, adapting the onboarding journey to their specific products and business needs.
  • End-to-End Ownership: Manage customer onboarding from kickoff through launch, ensuring milestones are completed, dependencies are addressed, and customers are confident using the platform.
  • Customer Education: Conduct one-on-one onboarding sessions, screen-share walkthroughs, and live troubleshooting while explaining workflows and technical concepts in a clear, accessible way.
  • Proactive Follow-Up: Monitor onboarding progress, identify blockers, maintain accurate timelines, and proactively follow up with customers to keep implementations moving forward.
  • Chat & Digital Support: Provide timely how-to guidance through customer communication channels and help customers resolve questions during the onboarding period.
  • Cross-Functional Collaboration: Partner with Support and Operations teams to resolve issues, identify onboarding gaps, and communicate customer feedback and early churn risks.
  • Retention & Risk Management: Identify early warning signs that could affect customer adoption or retention and escalate risks appropriately.
  • Documentation & Enablement: Review and improve help documentation, training materials, onboarding playbooks, and other resources that make the customer journey clearer and more scalable.
  • Product Expertise: Develop deep knowledge of the full product suite and remain current on new releases, features, workflows, and recommended practices.
  • Scaled Onboarding: Contribute to scaled onboarding initiatives and develop strategies that improve activation, reduce friction, and mitigate early customer churn.
  • Process Improvement: Proactively identify opportunities to improve onboarding workflows, automation, documentation, and operational efficiency.

  Requirements

  • Experience: 2+ years of experience in SaaS onboarding, implementation, customer success, or another client-facing role, with demonstrated ability to manage multi-step, multi-week customer setup processes.
  • Product Knowledge: Strong understanding of SaaS product configuration and workflows, with the ability to quickly develop expertise across a broad product ecosystem.
  • Customer Communication: Excellent written and verbal communication skills, with confidence leading video calls, screen-sharing sessions, live walkthroughs, and customer conversations.
  • Project Management: Strong organizational and project management skills, including the ability to manage milestones, deadlines, dependencies, follow-ups, and multiple onboarding timelines simultaneously.
  • Technical Confidence: Comfortable troubleshooting products live, navigating desktop and mobile environments, and explaining technical concepts to customers with varying levels of technical knowledge.
  • Customer Empathy: Patient, empathetic, and calm when working with customers who may be unfamiliar with the technology or feel overwhelmed during implementation.
  • Multitasking: Able to switch effectively between customer calls, chat support, follow-up activities, documentation, and internal collaboration without compromising quality.
  • Systems & Tools: Comfortable working with CRM systems and operational tools to track progress, risks, customer interactions, and outcomes.
  • Adaptability: Able to tailor onboarding strategies to different customer needs, business models, levels of technical readiness, and product configurations.
  • Ownership: Demonstrates accountability for customer outcomes and follows issues through to resolution rather than stopping at the completion of a meeting.
  • Async Collaboration: Comfortable working independently and asynchronously with distributed cross-functional teams.
  • Preferred Experience: Background in onboarding playbook development, customer education, CRM or lead-management workflows, SMB operations, or fitness and gym management is advantageous.
  • Relevant Tools: Familiarity with Intercom, HubSpot, Zoom, Slack, Google Workspace, or comparable customer and collaboration platforms is helpful.

  Benefits

  • Equity Incentive Plan offering the opportunity to participate in long-term company growth.
  • Flexible Paid Time Off along with public holidays.
  • Healthcare Coverage including medical, dental, and vision plans.
  • Retirement Benefits through a company-sponsored 401(k) plan with employer matching.
  • Life Insurance as part of the overall benefits package.
  • Family Leave including maternity and paternity leave.
  • Work-From-Home Stipend to support an effective remote working environment.
  • Wellness Stipend supporting employee health and well-being.
  • Remote-first flexibility within a globally distributed, async-oriented working environment.
  • Professional development through deep product ownership, customer-facing experience, and opportunities to improve onboarding processes and systems.
  • High-impact role with direct influence on customer activation, satisfaction, and retention.