Onboarding Specialist
Position Overview
As an Onboarding Specialist, you are the first point of contact for our newly signed customers, guiding them from contract signature to a fully live and successful CarCutter setup. You own the end-to-end onboarding journey, ensuring every dealership, dealer group, or marketplace goes live efficiently, confidently, and with a great experience. Your work directly impacts time-to-value, early adoption, and long-term customer retention.
What You'll Do
Own the Onboarding Journey: Manage the full onboarding lifecycle from kickoff call to sanity check completion, ensuring clients go live within defined timelines and with a seamless experience.
Kickoff & Discovery: Lead structured kickoff sessions with new clients to understand their technical environment, workflows, and goals, and set clear expectations for the onboarding process.
Technical Coordination: Act as the primary liaison between the customer and internal teams (Account Implementation Specialists, Account Integration Specialists, and Graphics) to coordinate token configurations, website integrations, and custom graphics delivery.
Customer Enablement: Train end users and administrators on CarCutter's platform, including the mobile app, CarCutter Hub, and integration features, to drive early adoption and product proficiency.
Progress Tracking: Maintain accurate and up-to-date onboarding pipeline records in HubSpot, flagging risks, delays, or "ghost" accounts proactively.
Issue Resolution: Serve as the escalation point for onboarding blockers, coordinating with technical teams to resolve integration or configuration issues quickly and effectively.
Handoff to Customer Success: Ensure a smooth and documented transition to the CSM team once the sanity check is validated, sharing key context on customer setup, preferences, and open items.
Process Improvement: Identify recurring friction points in the onboarding process and collaborate with the CX&Ops team to continuously refine playbooks, timelines, and tooling.
Ownership: own a proactive communication with the client by giving as much visibility as possible and be the first defender of costs.
What We Are Looking For
Experience: 2+ years of experience in a customer-facing onboarding, implementation, or technical account management role, ideally within a SaaS environment.
Industry Knowledge: Familiarity with the automotive industry or dealership operations is a strong plus.
Technical Aptitude: Comfortable with SaaS integrations, APIs, and web-based tools; ability to understand and explain technical concepts to non-technical stakeholders.
Project Management Skills: Proven ability to manage multiple onboarding projects simultaneously, prioritize effectively, and meet deadlines.
Communication: Excellent written and verbal communication skills; able to build trust with both technical and business contacts at dealerships and dealer groups.
Tool Proficiency: Experience with CRM tools (HubSpot or similar) and customer success platforms (Arrows).
Autonomy: Self-starter who thrives in a fast-paced, remote environment while staying aligned with cross-functional teams across time zones.
What We Offer
A competitive compensation package with a performance-driven structure.
The opportunity to shape and grow the US onboarding practice from the ground up.
A collaborative, international team that moves fast and values your impact.
Hiring Process
Intro call with our Talent Acquisition team.
Meeting with the Head of Customer Success.
Meeting with our Partnership manager.
Case study.
Final conversation with our CRO.
Reference check.
Location
United States, Full Remote
Salary Range
Up to $78K OTE