Part-Time Customer Success and Onboarding Specialist (Remote)

About TerraScape

TerraScape is an AI-driven CRM specifically tailored for landscaping companies. Our AI assistant, Zentra, helps small landscaping teams by managing invoices, client communications, scheduling, and task completion directly from their mobile device. Our primary users are small landscaping crews of 3–4 people generating between $200k and $600k annually, seeking to replace traditional paper and spreadsheets with a streamlined automated platform.

We have an active iOS app with paying customers, and we're now recruiting our first specialist dedicated to onboarding to ensure a seamless setup experience.

Role Overview

This is a part-time position focusing on customer success and onboarding. Unlike sales or demo roles handled by founders, this position takes charge starting from customer sign-up through to successful activation. Key duties include creating and managing intuitive onboarding processes for web and iOS users, improving setup related to phone numbers and billing, and reaching out proactively to users who encounter hurdles.

Key Responsibilities

• Develop and structure a clear onboarding journey that includes client import, scheduling initial jobs, and sending the first invoices using Zentra.
• Design in-app interactive guides like checklists, tooltips, and contextual messages to simplify key concepts for users, especially related to phone numbers and billing.
• Collaborate closely with founders to translate your onboarding flow and content ideas into product improvements and updates.
• Handle all onboarding activities post-sign-up, including one-on-one sessions as needed, ensuring customers get properly set up without running sales demonstrations.
• Create a light outreach cadence via calls and texts to users who haven't completed onboarding promptly and track their progress to activation.
• Identify typical customer pain points, such as issues with phone number setup, and recommend enhancements to onboarding materials and processes.
• Generate helpful content including friendly, succinct copy for checklists and help articles as well as video walkthroughs to enable user self-service.

Who You Are

• Experienced in SaaS onboarding or customer success, ideally with CRM or operational software; background in trades or home services is advantageous.
• Skilled at designing user-friendly journeys and converting complex processes into simple, actionable steps and flows.
• Strong in clear, accessible writing that resonates with small business owners who may be non-technical.
• Comfortable with proactive outreach via text, calls, or occasional Zoom sessions without conducting sales demos.
• Highly organized, self-motivated, and eager to iteratively improve workflows.
• Excited about working in an early-stage, part-time position with close collaboration with founders to influence company growth.

Additional Advantages

• Familiarity with onboarding for iOS apps or mobile user experience design.
• Awareness of small business operations such as contracting, trades, or field services.
• Basic proficiency in SaaS tools including CRMs, ticketing, and analytics and interest in AI-enabled software.

Compensation and Logistics

• This is a part-time contractor role estimated at 10–15 hours per week to begin with.
• The monthly retainer ranges from $500 to $1,500 based on experience.
• Fully remote work is supported, with flexibility in time zones; some overlap with US daytime hours is preferred for customer contact.
• Opportunity for increasing workload and scope of responsibilities as the company grows.

Application Instructions

Please submit your resume or professional profile alongside a brief example of an onboarding workflow you have contributed to for a CRM or SaaS product. This could be screenshots, a video, or a written description. Also include a short paragraph explaining your particular role within that onboarding project.