Onboarding Specialist

Role Overview

This position is for a customer-focused onboarding professional who can create a strong first experience after the sale. The ideal person enjoys guiding small business customers, turning early interactions into a positive and memorable introduction to the brand. Onboarding here is viewed as the starting point for a long-term relationship and a key step in helping customers succeed. The role calls for someone who is curious, comfortable with technology, eager to learn new product releases, and capable of managing a busy workload with strong organization and prioritization skills. Collaboration is important, as is the ability to contribute in a fast-moving startup setting and help improve the overall customer journey.

Key Responsibilities

• Lead virtual onboarding sessions for new accounts, showing customers how to set up their environment and get the greatest value from the product.
• Work closely with Sales, Support, and Customer Success to create a smooth handoff from prospect to customer.
• Perform detailed discovery to validate the priorities captured by Sales and address onboarding or sales-related concerns before they slow progress.
• Investigate product or workflow issues during onboarding and adapt the solution to better fit customer needs and improve satisfaction.
• Participate in sales conversations by providing technical product guidance and workflow insights that help close or retain business.
• Join product feedback discussions and represent the customer perspective to help shape future product direction.
• Contact new customers by phone and email to arrange onboarding training, confirm they are on pace for their target go-live date, and support early software adoption.
• Capture customer feedback throughout onboarding and keep CRM notes and tasks current.
• Share onboarding session recordings and create additional tutorials when needed.

Work Arrangement

This is a hybrid position with in-office work on Tuesday, Wednesday, and Thursday, and remote work on Monday and Friday. The role is open to candidates located in Austin, TX and San Diego, CA.

Requirements

• At least 2 years of experience in Customer Onboarding, Sales Engineering, or Technical Sales.
• Background in delivering training sessions or product demos to clients.
• 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 continuously.
• Excellent verbal and written communication abilities.
• Strong discipline around organization and time management best practices.
• Demonstrated ability to build professional rapport and influence customers through email, video, or phone.
• Highly motivated with a clear focus on customer success.

Preferred Experience

• Experience in SDR, AE, AM, or Customer Success roles.
• Prior onboarding work with complex or franchise-based solutions.
• Exposure to both startup and established company environments.
• Familiarity with HubSpot, Fullstory, and JIRA.
• Understanding of business operations, departments, and stakeholder relationships.
• Experience working with field service businesses.

Why This Role Stands Out

The company invests in employees for the long term and places a strong emphasis on growth, learning, and developing people beyond their current skill set.

Team Culture

• Work on products you believe in alongside a team that keeps the environment energetic and engaging.
• Be part of a collaborative culture where strong performers and fast learners can do well together.
• Contribute ideas freely in an environment that values different viewpoints and innovation.
• Join a diverse team made up of people with varied backgrounds and experiences.
• Enjoy a hybrid setup that supports a healthy balance between office and remote work.
• Celebrate successes together while still keeping the work meaningful and serious.

Perks and Benefits

• Fully stocked kitchen with premium coffee and a curated snack selection.
• Monthly catered lunches and hosted happy hours designed to strengthen team connection.
• Depending on office location, access to amenities such as a fitness and yoga studio, social lounge, golf simulator, pool table, dart board, dog-friendly offices, and quiet recharge spaces.
• Employee stock options.
• Up to 100% employer-paid medical, dental, and vision coverage for employees, with generous dependent coverage options.
• 4% employer match on 401(k) contributions.
• 5 sick days per year.
• 14 vacation days per year, increasing with tenure.
• 2 floating holidays each year.

Compensation

Estimated market-level total on-target earnings: $70,000 to $85,000 per year, depending on experience.

Inclusivity and Hiring Notes

The company values a collaborative environment, welcomes different perspectives, and aims to maintain an inclusive workplace where ideas can come from anyone. Qualified candidates with a criminal history will be considered in line with the California Fair Chance Act. Disclosure of criminal history and background screening are not required until a conditional offer is issued. If a conviction identified in the background review is directly related to the job, the candidate will have the opportunity to explain circumstances, provide supporting information, or dispute the report's accuracy. More information about the Fair Chance Act is available from the California Civil Rights Department.