Onboarding Specialist - B2B SaaS - 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. You'll be one of the members of the onboarding team, helping define the playbook and set the tone for how we bring this new solution to life for our customers. Your work will directly impact customer satisfaction, retention, and time-to-value.

You Will:

• Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination
• Tailor and configure customer-facing templates based on client inputs and business goals -- no custom development required, but small updates and adjustments will be common
• Implement scheduling tools and CRM. This includes integration, configuration, training and enablement.
• Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and 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 to create a seamless onboarding experience
• Own the free trial to paid conversion process to ensure customer adoption
• Seeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer Products

You Have

Must-Have:

• 2+ years of experience in customer onboarding, customer success, or implementation support - ideally in a SaaS or digital tools environment
• Experience managing a client-facing product or tool on behalf of customers (e.g., configuring, launching, or supporting a templated platform, dashboard, or embedded experience)
• Strong communication skills
• Customer-first mindset
• Ability to manage multiple onboarding projects at once, with strong organization and follow-through
• Proactive, resourceful, and ownership-driven - you anticipate needs and take initiative
• Experience with KPIs, including Time to Live and Time to Onboarding Complete
• Experience with a CRM such as Hubspot, Salesforce, etc...
• Experience onboarding and training on multiple products or modules

Nice-to-Have:

• Experience with templated content platforms, CMS tools, or WYSIWYG editing
• Exposure to scheduling or CRM tools
• Comfort with technical troubleshooting or support escalation workflows
• Experience with a high-volume environment and short onboarding cycles.
• Experience onboarding low-tech customers

Interview Process

1. Initial Screen - 20min
2. Wonderlic Assessment - 35min
3. Hiring Manager Interview - 30min
4. Cross Functional Interview - 45min
5. Career Journey Interview - 60min
6. Reference Checks

We Offer

• 100% remote work environment
• Medical, Dental and Vision insurance within 30 days
• 100% employer-paid medical insurance
• Equity package
• Flexible PTO with 15 days minimum
• Generous Parental Leave
• FSA and HSA options
• 401(k)
• Growth & Wellness Stipend
• WFH Equipment
• Chance to work with the latest technology
• A collaborative, high ownership culture
• Opportunities for development and career growth