Senior Customer Onboarding Specialist

About the role

The Senior Customer Onboarding Specialist (Senior COS) is an autonomous, experienced consultant responsible for the successful, accelerated implementation of HubSpot solutions for complex, multi-stakeholder customers across diverse industries. Building upon the foundational work of the Professional COS, this role requires translating high-level business goals into measurable onboarding objectives, designing scalable, multi-Hub solutions, and independently managing complex timelines to ensure rapid time-to-value (TTV) and sustained product adoption. The Senior COS acts as a subject-matter expert on specific HubSpot Hubs and inbound best practices.

Responsibilities

• Independently manage a portfolio of complex implementations with competing priorities, re-planning as needed to ensure successful and timely delivery.
• Connect delivery activities to tangible business impact (e.g., TTV reduction, adoption KPIs, ROI proxies).
• Oversee product setup, training, and initial campaign execution for customers, focusing on accelerating time-to-value.
• Own smooth handoff to post-onboarding success teams with clear outcomes and documented risks.
• Design scalable, multi-Hub solutions aligned to complex business processes and data models.
• Advise customers on technical elements, including integrations and APIs, and integrate apps/tools within the HubSpot ecosystem, managing permissions and governance.
• Serve as a go-to resource on specific Hub expertise, troubleshooting and optimizing configurations to improve target outcomes (e.g., activation).
• Guide customers through product configurations, solution integrations, and reporting to promote user adoption and expansion into new features and functionality.
• Adapt and lead discovery sessions for complex or multi-stakeholder contexts, including regional or language nuances, to define the implementation roadmap.
• Facilitate cross-functional collaboration with Sales, Success, Implementation, and Product teams to ensure a seamless customer experience.
• Tailor messaging for executive, technical, and regional audiences; resolve conflicts constructively and manage escalations to resolution.
• Identify process gaps within customer onboarding; propose and pilot improvements with measurable gains.
• Proactively utilize AI solutions and other internal resources to address customer issues and grow individual knowledge independently.
• Translate customer goals into measurable onboarding/consulting objectives tied to activation or adoption KPIs.