The Customer Success Onboarding Specialist is a full-time individual contributor role within our SMB Customer Success organization. This role is focused on delivering exceptional onboarding experiences that drive rapid customer adoption and early value realization. If you love technology, and are keen to join an industry leader — we would love to hear from you!
In this role, you will support a portfolio of SMB customers during their critical first 60 days, ensuring they successfully implement our solution, achieve early wins, and build a foundation for long-term success. This role is ideal for someone who is passionate about helping customers get started, enjoys teaching and enablement, and wants to build a career in Customer Success.
Facilitate onboarding and implementation for new and migrating SMB customers, delivering back product training, best-practice guidance, and hands-on support to accelerate time-to-value and platform proficiency.
Conduct onboarding calls, implementation sessions, and training workshops to guide customers through setup, configuration, and initial use cases.
Document customer objectives and use cases during onboarding, creating clear success criteria and onboarding plans in collaboration with senior CSMs who will take the customers after their onboarding is completed.
Build strong relationships with customer contacts during the onboarding phase, establishing trust and setting the foundation for ongoing engagement.
Monitor onboarding progress and customer health during the first 60 days, identifying risks or delays and escalating to senior team members when needed.
Proactively reach out to customers to ensure they are actively using the platform, troubleshoot common issues, and provide guidance on next steps.
Respond to customer questions and requests during onboarding, coordinating with Support, Product, and senior CSMs to resolve issues quickly.
Track and report on onboarding metrics (e.g., time-to-first-value, training completion, product adoption, early health scores).
Maintain accurate records of onboarding activities, customer interactions, and progress updates in CRM and CS platforms.
Contribute customer feedback and common onboarding challenges to internal teams to improve onboarding materials, processes, and product experience.
Support the development of onboarding playbooks, templates, and self-service resources based on frontline learnings.
Collaborate with the broader Customer Success team to ensure smooth handoffs from Sales and successful transitions to ongoing account management.
Assist with customer communications, educational content creation, and scaled onboarding initiatives (e.g., webinars, help articles).
