Customer Onboarding Specialist
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Job Description
Customer Onboarding Specialist guiding SMB senior-living SaaS customers through implementation, training, and adoption. Managing onboarding portfolios, customer relationships, retention risks, and expansion opportunities.
Responsibilities:
- Lead the end-to-end onboarding experience for SMB customers, including project kickoff, system configuration, user training, and go-live support
- Manage a portfolio of concurrent onboarding projects, keeping customers on track against defined milestones and timelines
- Support lower mid-market accounts or teammates’ portfolios as business needs and team capacity require
- Conduct retrainings for existing SMB customers as needed
- Support ownership transitions for SMB accounts
- Identify and drive upsell opportunities within the customer portfolio, partnering with Sales and Customer Success to expand product usage and ARR
- Serve as the primary point of contact during implementation via phone, email, and video
- Identify and escalate churn risks early and implement mitigation strategies
- Maintain accurate CRM records tracking account status, project progress, and customer interactions
- Generate product and service reports by analyzing customer data
- Collaborate with Sales, Customer Success, Support, and Product teams to deliver seamless transitions and resolve customer issues
- Share learnings and best practices with teammates to support continuous improvement
Requirements:
- Bachelor’s degree required
- 2+ years of customer-facing experience in a SaaS, technology, or healthcare environment
- 1+ years of experience implementing software or web-based platforms
- Strong organizational, presentation, and communication skills
- Experience working with project management or CRM software
- A genuine passion for helping people solve real-world problems
- Comfortable operating in a dynamic environment where priorities and account assignments may shift based on team needs
- Experience with senior living or healthcare software is a bonus
- Ability to travel at least 25% based on customer demand
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