Onboarding Implementation Specialist

Onboarding & Implementation Specialist

Location: Remote

Type: Full-Time

Reports To: Founder / Customer Success Lead

Company: Confidential SaaS Company

About the Role

We are seeking a highly personable, energetic, and organized Onboarding & Implementation Specialist to deliver a white-glove onboarding experience to every new customer of our software platform. This role is responsible for running 1:1 onboarding sessions, guiding customers through setup, and ensuring they feel confident using the product from day one.

If you love helping people, explaining tech simply, and making customers feel taken care of, you'll thrive here.

This is a high-visibility role with a direct impact on customer satisfaction, retention, and long-term adoption.

What You'll Do
Customer Onboarding (Primary Responsibility)

• Conduct 30-minute live onboarding calls with every new customer.

• Follow internal SOPs and training videos to guide customers through product setup, best practices, and core workflows.

• Ensure a smooth, friendly, and structured onboarding experience that builds trust immediately.

• Provide clear, simple explanations regardless of customer technical level.

White-Glove Implementation

• Customize onboarding conversations based on the customer's use case, plan, and goals.

• Help customers complete initial configurations and get to their "first success moment" quickly.

• Identify gaps or blockers and communicate them internally when needed.

Customer Communication

• Maintain friendly, proactive communication with customers before, during, and after onboarding.

• Follow up with resources, links, or next steps after every call.

• Be the "human face" of the early customer journey.

Process Ownership & Improvement

• Provide feedback on onboarding materials, scripts, and SOPs to continually improve the customer experience.

• Document common questions and help refine help-center content as needed.

Cross-Functional Collaboration

• Work directly with the founder and customer success leadership to refine onboarding strategy.

• Surface customer insights to product and engineering teams.

What Success Looks Like

• High show-up rate and strong customer satisfaction (CSAT) after onboarding calls.

• Customers feel confident, supported, and activated within their first 24–48 hours.

• Onboarding processes become more efficient and higher quality based on your feedback.

• Reduced support tickets due to effective education during onboarding.

Qualifications

Required:

• 2+ years of experience in Customer Success, Onboarding, Account Management, Implementation, or a similar customer-facing role.

• Excellent communication skills — warm, clear, friendly, articulate.

• Strong ability to explain software and processes simply.

• High energy, positive attitude, and naturally engaging presence.

• Tech-savvy and comfortable learning new software tools quickly.

• Strong follow-through and attention to detail.

Preferred:

• Experience at a SaaS or tech startup.

• Experience hosting Zoom/Google Meet trainings or demos.

• Experience with CRM or customer success tools.

• Ability to improve SOPs and customer-facing documentation.

Ideal Candidate Profile

• You are the kind of person customers instantly like and trust.

• You have a teaching spirit — you enjoy helping others understand things and feel confident.

• You thrive in fast-moving, founder-led startup environments.

• You are organized, self-sufficient, and comfortable owning your schedule and call volume.

• You love seeing customers succeed and feel energized by human interaction.

Compensation

• Competitive monthly salary based on experience and location.

• Opportunity for performance bonuses based on onboarding KPIs.

• Potential pathway into senior Customer Success roles as the company grows.

Why Join?

You'll join a fast-growing SaaS company reshaping creator workflows, marketing automations, and digital communication. You'll work closely with the founder, influence customer experience strategy, and help build an onboarding program from the ground up.

This is an opportunity to make a meaningful impact on product adoption, customer satisfaction, and long-term retention.

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