Senior Onboarding Specialist - Remote

Overview

This role can be performed remotely anywhere within the United States. The Onboarding team is a key component of Fullstory's Customer Experience organization, serving as the critical first touchpoint for our customers. As a Senior Onboarding Specialist, you'll be both strategic advisor and platform expert for our highest-value customers, ensuring their initial Fullstory journey aligns perfectly with their business objectives.

In Short

• Deliver structured, time-bound onboarding engagements to strategic customers.
• Build deep relationships with new customers to align Fullstory’s capabilities with their business initiatives.
• Ensure customers maximize ROI from Fullstory by providing expert guidance.
• Leverage AI tools to analyze customer usage patterns and generate personalized adoption roadmaps.
• Inspire customers to achieve long-term success with strategic recommendations.
• Proactively identify retention risks and implement targeted intervention strategies.

Requirements

• 4+ years of experience in customer success management or related field.
• Experience teaching and training highly technical SaaS products to Enterprise customers.
• Proven track record of documenting and communicating goals and successful outcomes.
• Successfully led multiple enterprise onboarding projects.
• Preferred Qualification: PMP certification or similar project management credentials.

Benefits

• Autonomy and flexibility in a remote-first work environment.
• Sponsored benefit packages for US-based employees.
• Professional development opportunities through training programs.
• Monthly productivity stipend and reimbursement for home office setup.
• Team collaboration through off-sites and annual meet-ups.
• Paid parental leave and global fertility and family building benefits.
• Bereavement leave and miscarriage/pregnancy loss leave.