Customer Success Specialist

Overview

A leading company is hiring a remote Customer Success & Onboarding Specialist based in the US for an 11-month contract role with a competitive hourly pay range of $40 to $45. The specialist will oversee the customer journey from post-sale contract finalization through to the go-live phase, ensuring successful onboarding and collaboration with internal teams to maximize customer value delivery.

Key Responsibilities

• Manage the entire customer onboarding process from contract signing through go-live milestones.
• Act as the principal liaison for clients during implementation and onboarding phases.
• Coordinate efforts among various internal departments to deliver a smooth onboarding customer experience.
• Identify bottlenecks or deficiencies in current onboarding procedures and suggest enhancements.
• Create, maintain, and improve standard operating procedures (SOPs) relevant to onboarding practices.
• Support scaling of onboarding workflows both domestically and internationally.
• Balance direct customer interactions with continuous process improvement projects.

Qualifications and Experience

• Minimum of 3 to 5 years in roles related to Customer Success, Client Success, Account Management, Onboarding, Implementation, or Technical Account Management.
• Demonstrated experience in refining processes and developing SOPs.
• Familiarity with SaaS platforms, digital product environments, or technology-oriented companies preferred.
• Proven capability to address both business and technical challenges faced by customers.

Preferred Attributes

• Background in the transportation or logistics sector.
• Hands-on experience with deploying customer onboarding systems and protocols.