Onboarding Specialist - SMB - Remote
About the Role: As an Onboarding Success Specialist, you'll be part of a growing team responsible for launching and supporting a digital experience offering for our customers. This role bridges customer success, onboarding, and basic technical implementation - ensuring every client's experience is aligned with their business needs and delivers value from day one. Your work will directly impact customer satisfaction, retention, and time-to-value.
What You'll Do
- Manage the end-to-end onboarding of customers for multiple products including initial outreach, requirements gathering, and setup coordination.
- Tailor and configure customer-facing templates based on client inputs and business goals.
- Implement scheduling tools and CRM, including integration, configuration, training, and enablement.
- Serve as the primary point of contact for customers throughout their onboarding journey, delivering responsive support.
- Troubleshoot technical issues and coordinate timely updates to live configurations as needed.
- Collaborate closely with teammates focused on integrations, scheduling, and CRM setup.
- Own the free trial to paid conversion process to ensure customer adoption.
What You Bring
- 2+ years of experience in customer onboarding, customer success, or implementation support in a SaaS environment.
- Experience managing a client-facing product or tool on behalf of customers.
- Ability to manage multiple onboarding projects at once, with strong organization and follow-through.
- Experience with KPIs, including Time to Live and Time to Onboarding Complete.
- Experience with a CRM such as HubSpot, Salesforce, etc.
- Bonus: Experience with templated content platforms, CMS tools, exposure to scheduling, and experience onboarding low-tech customers in a high-volume environment.
Benefits
- 100% remote work environment with WFH Equipment provided.
- 100% employer-paid medical insurance, plus Dental and Vision within 30 days.
- Equity package and 401(k).
- Flexible PTO with a 15-day minimum and generous Parental Leave.
- FSA and HSA options, plus a Growth & Wellness Stipend.
- Opportunities for development and career growth.