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. Apply To this Job