SaaS Onboarding Specialist - Remote

Overview

We are looking for a proactive and tech-savvy SaaS Onboarding Specialist to guide new clients through the implementation and onboarding process of our software platform. You will be the first point of contact after a customer signs up and will be responsible for ensuring a smooth transition, helping users understand the product, and setting them up for long-term success.

In Short

• Welcome and guide new customers through the onboarding journey via video calls, email, and chat.
• Understand client needs and business goals to tailor the onboarding process accordingly.
• Set up customer accounts, configure initial settings, and assist with data import/migration if required.
• Conduct product walkthroughs, training sessions, and Q&A to educate customers on key features and best practices.
• Monitor customer engagement and adoption, identify issues or blockers early, and proactively offer solutions.
• Collaborate closely with Sales, Product, and Support teams to ensure a seamless handover and holistic customer experience.
• Create and maintain onboarding documentation, video tutorials, and knowledge base content.
• Continuously improve onboarding processes and tools based on customer feedback and internal insights.

Requirements

• 2+ years of experience in SaaS onboarding, customer success, implementation, or technical support.
• Strong understanding of SaaS business models and customer lifecycle.
• Excellent communication and interpersonal skills both written and verbal.
• Comfortable using tools like HubSpot, Salesforce, Intercom, Zendesk, Loom, and Google Workspace.
• Ability to explain technical concepts in a clear, simple way for non-technical users.
• Highly organized, detail-oriented, and capable of managing multiple onboarding projects simultaneously.
• Customer-centric mindset with a passion for delivering exceptional service.

Benefits

• Flexible working hours.
• Opportunity to work remotely.
• Collaborative team environment.
• Professional development opportunities.
• Health and wellness benefits.