Conduct high-quality onboarding sessions via Zoom for trial customers to ensure a strong first experience with the platform
Guide customers through key features, use cases, and best practices tailored to their specific goals
Identify customer needs, pain points, and success criteria during live sessions
Drive trial-to-paid conversion by demonstrating clear value and ROI
Proactively identify and position upsell opportunities based on customer usage and needs
Send timely and personalized follow-up communications, including summaries, resources, and next steps
Maintain accurate records of customer interactions, activity, and pipeline in CRM systems
Collaborate with Sales, Marketing, and Customer Success teams to ensure a seamless customer journey
Provide feedback to Product and leadership on common customer challenges and feature requests
Consistently meet or exceed conversion, engagement, and activity targets

2–5 years of experience in Customer Success, Onboarding, Sales, or a client-facing SaaS role
Strong ability to lead engaging, consultative conversations in a virtual setting (Zoom proficiency required)
Proven track record of driving customer engagement, conversions, or revenue growth
Excellent communication, presentation, and interpersonal skills
Ability to quickly understand customer needs and translate them into product value
Highly organized with strong time management skills in a fast-paced, high-volume environment
Experience with CRM and customer engagement tools (e.g., Salesforce, HubSpot, Gainsight, etc.)
Self-motivated, proactive, and comfortable working with performance metrics and goals
Bachelor’s degree preferred or equivalent practical experience.

Onboarding and Training Specialist

Key skills