Customer Onboarding Specialist

About the Role

This is a customer-facing opportunity focused on guiding new SaaS customers from initial kickoff through successful product launch. You will own the onboarding journey across a broad platform, helping customers configure products, establish workflows, and reach value quickly. The role combines product expertise, project management, customer education, troubleshooting, and proactive relationship building.

You will work with customers through video calls, screen sharing, chat, and asynchronous communication while managing multiple onboarding timelines. Your work will directly influence customer confidence, satisfaction, activation, and early retention. You will join a globally distributed, async-first environment that values ownership, clear communication, continuous learning, and process improvement. The ideal candidate is proactive and adaptable, taking responsibility for customer outcomes rather than simply completing scheduled meetings.

Responsibilities

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

Requirements

• 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.
• Strong understanding of SaaS product configuration and workflows, with the ability to quickly develop expertise across a broad product ecosystem.
• Excellent written and verbal communication skills, with confidence leading video calls, screen-sharing sessions, live walkthroughs, and customer conversations.
• Strong organizational and project management skills, including the ability to manage milestones, deadlines, dependencies, follow-ups, and multiple onboarding timelines simultaneously.
• Comfortable troubleshooting products live, navigating desktop and mobile environments, and explaining technical concepts to customers with varying levels of technical knowledge.
• Patient, empathetic, and calm when working with customers who may be unfamiliar with the technology or feel overwhelmed during implementation.
• Able to switch effectively between customer calls, chat support, follow-up activities, documentation, and internal collaboration without compromising quality.
• Comfortable working with CRM systems and operational tools to track progress, risks, customer interactions, and outcomes.
• Able to tailor onboarding strategies to different customer needs, business models, levels of technical readiness, and product configurations.
• Demonstrates accountability for customer outcomes and follows issues through to resolution rather than stopping at the completion of a meeting.
• 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.
• 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.