Onboarding Specialist
Own end-to-end onboarding for high-value SaaS customers, partnering with Account Executives and internal teams to manage implementations, resolve blockers, and drive activation. Requires 1+ years of customer-facing onboarding or implementation experience, strong organization, and clear communication.
About the job
Responsibilities
- Partner with Account Executives to onboard high-revenue prospective and newly closed accounts, ensuring a seamless handoff from Sales.
- Own the end-to-end onboarding process, including data transfer and migration, payments and financial setup, website and online booking configuration, team member onboarding and permissions, and advanced product feature enablement.
- Serve as the primary customer contact during onboarding, proactively managing timelines, expectations, and risks.
- Conduct onboarding calls, working sessions, and product walkthroughs tailored to customer needs and business complexity.
- Identify blockers or technical challenges and collaborate with internal teams to resolve them.
- Ensure customers are fully activated and confident using the platform at the end of onboarding.
- Maintain accurate documentation and notes in CRM and onboarding tools.
- Share customer feedback and onboarding insights with Sales, Product, and Customer Experience teams to improve processes.
Requirements
- 1–2+ years of experience in onboarding, implementation, customer success, sales support, or a related customer-facing role.
- SaaS experience strongly preferred.
- Proven ability to manage multiple onboarding engagements while maintaining quality and customer satisfaction.
- Strong collaboration skills with Sales teams, particularly Account Executives.
- Comfort with technical and operational workflows such as data migration, payments setup, and system configuration.
- Excellent communication skills, including the ability to explain complex concepts to technical and non-technical audiences.
- Highly organized, detail-oriented, and proactive in identifying risks and driving projects to completion.
- Experience with CRM and customer tools such as HubSpot, Salesforce, and internal onboarding tools.
Compensation and Benefits
- Annual salary: $60,000–$72,000 USD.
- Flexible paid time off.
- Competitive health and dental insurance options, with premiums covered by the company.
- Fully paid parental leave.
- Retirement savings plan.
- Annual professional development stipend for approved learning and educational expenses.
- Home office support.
- Team bonding opportunities, including potential in-person gatherings throughout the year.
Skills
SaaS, Data Migration, Payments, System Configuration, CRM, HubSpot, Salesforce, Online Booking, Customer Onboarding
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