Onboarding Analyst, Customer Success
Coordinates SaaS customer onboardings by tracking requirements, dependencies, files, risks, and stakeholder deliverables. The role suits an organized operator with at least two years of SaaS and coordination-related experience who can support customer communication and grow into implementation ownership.
About the job
Responsibilities
- Own onboarding requirements and track open items to completion across multiple concurrent implementations.
- Coordinate internal teams, hold stakeholders accountable for deliverables, and keep department partners aligned.
- Request, arrange, validate, and prepare onboarding files for accurate, timely delivery.
- Track status and surface outstanding, stuck, or at-risk work before it becomes a problem.
- Escalate risks with context and proposed paths forward.
- Support customer-facing communication and grow into direct ownership of customer accounts.
- Identify onboarding friction and recommend process improvements.
Requirements
- 2+ years in a SaaS environment.
- 2+ years in operations, support, project coordination, analytics, or a similar field, with measurable improvement experience.
- Ability to coordinate multiple dependent workstreams without losing track of details.
- Strong process orientation, organization, initiative, and written communication skills.
- Curiosity, adaptability, self-awareness, coachability, and willingness to learn new technologies.
- Comfortable supporting US and EMEA time zones.
- Willingness to travel for mandatory quarterly business reviews four times per year and additional travel as needed.
Nice-to-Haves
- Exposure to commercial construction, engineering, or design.
- Experience supporting SaaS implementations or customer onboarding.
- Familiarity with project coordination, CRM, or customer success tooling.
- Experience with Planhat or similar customer success platforms.
Compensation & Benefits
- Competitive base salary and equity package.
- Comprehensive medical, dental, and vision insurance.
- Home office stipend.
- Monthly cell phone and internet allowance.
- Flexible PTO and generous company holiday policy.
Skills
SaaS, Project Coordination, Customer Onboarding, CRM, Customer Success Tooling, Planhat, Analytics, Process Improvement, Written Communication, Emea
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