Own the onboarding process for new customers from kickoff through go-live
Lead onboarding calls, configure customer environments, and guide customers through CRM integrations
Ensure customers are properly set up signals and workflows
Partner with customers’ RevOps and Sales stakeholders to align onboarding configuration to real-world sales processes
Drive customers to clear onboarding completion criteria and go-live
Identify onboarding risks early and proactively resolve blockers
Serve as first point of contact for customer questions and issues
Troubleshoot product usage, configuration questions, and basic technical issues
Triage and escalate product bugs or complex issues to Engineering
Maintain clear communication with customers on issue status and resolution
Collaborate with CSMs to drive proactive support motions to anticipate and mitigate issues affecting onboarding
Document onboarding workflows, common issues, and best practices
Contribute to onboarding guides, templates, and customer-facing documentation
Identify recurring onboarding and support friction points and propose improvements
Partner with Engineering to inform self-service and scaled onboarding motions

2-5 years of experience in SaaS environment (ideally time spent in sales/solution engineering or revenue operations)
Process and outcomes ownership. Must be comfortable owning the customer onboarding outcomes and the process iterations to improve the speed to value
Revenue-fluent: you understand sales processes, CRM systems, and how revenue teams operate
Technically curious and able to quickly learn new systems and workflows (deep engineering expertise not required)
Comfortable directing customer-facing onboarding experience and sessions
Tailor presentations and sessions to the appropriate audience – from executive stakeholders to solution administrators

Do Your life's work: Our mission is to improve government, benefitting every citizen
AI-First: Work at the intersection of AI, programmatic marketing, and data-driven growth
Backed by top investors: Join a highly ambitious, well-funded startup
Driving Innovation in Public-Sector Engagement: Own and execute innovative, high-impact projects that redefine how businesses engage with public-sector opportunities
Personal Growth: You’ll be challenged every day; your growth will come in dog years

Onboarding Specialist

Key skills