Customer Onboarding Specialist

Role overview

eSkill is hiring a Customer Onboarding Specialist to support new customers through the full implementation journey, starting with kickoff and continuing through setup, training, launch, and the handoff to ongoing support. This position reports to the Director of Customer Onboarding and acts as the main point of contact for mostly SMB customers while juggling several onboarding projects at once.

The goal of the role is to help customers adopt the platform quickly, realize value early, and gain the confidence to use it independently.

Performance in this role will be evaluated using onboarding completion rates, speed to launch, and overall customer satisfaction.

Responsibilities

• Take ownership of the customer onboarding process from the internal handoff stage through launch and transition into steady-state support.
• Run customer-facing meetings such as kickoff sessions, product training, integration discussions, and launch readiness reviews.
• Support customers with account setup, assessment configuration, platform navigation, and reviewing results.
• Build and maintain project plans, schedules, task ownership, risk tracking, and follow-up actions.
• Work with customers and internal teams to resolve issues and keep onboarding moving forward.
• Keep CRM entries and project documentation current and accurate.
• Flag and escalate technical, product, content, commercial, or customer-risk issues when necessary.
• Continuously refine onboarding workflows and improve materials used by customers.

Requirements

• At least 2 years of experience in SaaS onboarding, implementation, customer success, training, support, or a similar area.
• Well-developed skills in project coordination, communication, organization, and troubleshooting.
• A self-starting, detail-focused approach with the ability to manage multiple priorities at once.
• Comfort and confidence when leading customer meetings and delivering software training.
• Ability to explain processes clearly to users with different levels of technical knowledge.
• Hands-on experience with Salesforce, Microsoft Office, and other SaaS platforms.

Preferred experience

• Background in HR technology or recruiting.
• Exposure to ATS or HRIS integrations.
• Experience creating training or enablement materials for customers.
• Familiarity with HubSpot or Gong.

Benefits

• 401(k) plan with company match.
• Medical, dental, and vision coverage.
• Paid time off along with company holidays.
• Chance to help define and grow a Customer Onboarding team.
• Onsite position at eSkill's downtown San Antonio headquarters.