Onboarding Specialist

Role overview

This position is for a customer onboarding professional who can create a strong first impression for small business clients after a sale closes. The role calls for someone patient, enthusiastic, and highly organized, with a genuine interest in helping customers succeed from day one. Onboarding is treated as a relationship-building stage rather than a simple task list, so the ideal candidate brings a service mindset, technical curiosity, and the ability to keep pace with a fast-moving startup environment.

The role is based in a hybrid setup, with in-office work on Tuesdays, Wednesdays, and Thursdays, and remote work on Mondays and Fridays. Candidates must be located in Austin, TX or San Diego, CA.

Key responsibilities

• Run virtual onboarding sessions for newly signed accounts and show customers how to set up their account and get the most value from the product.
• Work closely with Sales, Support, and Customer Success to ensure customers move smoothly from prospect stage to long-term user.
• Perform discovery conversations to verify sales notes, understand customer priorities, and address onboarding or sales-related concerns before they slow progress.
• Diagnose product or workflow issues during onboarding and adjust the approach so the solution aligns with each customer’s goals.
• Participate in sales discussions by offering technical product guidance and workflow input that helps support closing or retaining business.
• Take part in product feedback discussions and represent customer needs to help shape future roadmap decisions.
• Contact new customers by phone and email to book onboarding sessions, confirm readiness, and keep them on track for their preferred go-live date.
• Record customer feedback in the CRM, along with notes, tasks, and follow-up items from the onboarding journey.
• Share session recordings with customers and create standalone tutorials when additional guidance is needed.

Requirements

• At least 2 years of experience in customer onboarding, sales engineering, or technical sales.
• Background in delivering client training or product demonstrations.
• Exposure to SaaS, UCaaS, digital marketing, or similar technical products and services.
• Strong comfort with technology and the ability to learn new tools and processes quickly and consistently.
• Excellent spoken and written communication skills.
• Good time management and organizational discipline.
• Ability to build professional rapport and influence customers through email, video, and phone.
• High motivation and a strong focus on helping customers succeed.

Preferred background

• Experience in SDR, AE, AM, or Customer Success roles.
• Exposure to onboarding for complex or franchise-based solutions.
• Experience working in both startup and established business environments.
• Hands-on experience with HubSpot, Fullstory, and JIRA.
• Understanding of business processes, departments, and stakeholder management.
• Experience working with field service businesses.

Benefits and perks

• Market-based total compensation of $70,000 to $85,000 OTE, depending on experience.
• Employee stock options.
• Up to 100% employer-paid medical, dental, and vision coverage for employees, plus generous dependent coverage options.
• 4% employer match on 401(k) contributions.
• 5 sick leave days per year.
• 14 vacation days per year, increasing with tenure.
• 2 floating holidays each year.
• Access to a stocked kitchen with premium coffee and a selection of snacks.
• Monthly catered lunches and hosted happy hours.
• Office-location-dependent amenities such as a fitness and yoga studio, social lounge, golf simulator, pool table, dart board, dog-friendly spaces, and quiet areas for recharging.

Why this workplace stands out

The company emphasizes long-term employee growth, ongoing training, and a collaborative culture where new ideas are welcomed. Team members are encouraged to contribute, learn from different perspectives, and enjoy a balanced work style that combines in-office collaboration with remote flexibility. The environment is described as fast-paced, inclusive, and energizing, with a strong focus on teamwork, innovation, and celebrating wins together.

Inclusivity and hiring policy

The employer states that it values diverse ideas, backgrounds, and experiences, and aims to maintain a welcoming workplace for everyone. Qualified applicants with criminal histories will be considered under the California Fair Chance Act. Criminal history does not need to be disclosed, and no background check is required until a conditional offer is made. If a post-offer background review raises concerns about a conviction directly related to the job, the applicant will have the opportunity to explain the circumstances, provide mitigating information, or challenge any inaccuracies in the report.