Onboarding Specialist

About the role

We're looking for an Onboarding Specialist to guide new customers from kickoff through launch, helping them successfully implement the platform and achieve value quickly. You'll manage multiple customer launches simultaneously while partnering with internal teams to ensure every implementation stays on track. This is a great opportunity for someone who enjoys project management, customer relationships, and technology—and who already uses AI tools to work smarter and deliver an exceptional customer experience.

Responsibilities

• Serve as the primary point of contact for new customers throughout onboarding and launch
• Manage a portfolio of 50–80 customer implementations at a time
• Guide customers through platform setup, training, and activation
• Coordinate closely with App Launch, Migrations, Product, Support, and Customer Success teams to ensure successful launches
• Identify risks, remove blockers, and keep projects on schedule
• Build trusted customer relationships through email, phone, video, and messaging
• Use AI tools to streamline communications, meeting summaries, documentation, and project management while applying sound judgment and quality control
• Share onboarding insights and process improvements to help the team continually improve

Requirements

• 3+ years of Customer Success, Implementation, Account Management, or similar SaaS experience
• Proven ability to manage multiple customer projects simultaneously with exceptional organization and attention to detail
• Excellent communication and relationship-building skills
• Comfortable explaining technical concepts in a clear, approachable way
• Experience working cross-functionally to deliver successful customer outcomes
• Strong problem-solving skills, adaptability, and a customer-first mindset
• Hands-on experience using AI tools such as ChatGPT, Claude, or similar as part of your daily workflow (required)
• Curiosity, accountability, and a desire to continuously improve how you work
• Experience with video, creator, or digital content platforms is a plus

Benefits

• Competitive compensation
• 100% remote work
• Unlimited PTO
• Flexible parental leave
• Home office stipend or coworking allowance
• Clear opportunities for professional growth and career development