Conduct kick-off meetings with new clients to understand their objectives, needs, and challenges
Plan and execute the onboarding process according to each client's ideal journey
Support initial setup of the contracted platform or service
Deliver training and enablement sessions for key users
Monitor onboarding success metrics, such as average activation time, NPS, and activation rate
Serve as the liaison between the client and internal teams (sales, support, operations, and finance), ensuring clear and consistent communication
Identify churn risks and expansion opportunities from the earliest interactions
Ensure clients complete onboarding with autonomy, satisfaction, and clear next steps

Previous experience in customer service, onboarding, Customer Success, or related areas
Excellent verbal and written communication skills
Strong organizational skills and ability to manage multiple projects simultaneously
Comfortable working with different client profiles
Proactive approach and problem-solving focus
Preferred: experience with CRM tools, SaaS platforms, or project management tools
Plus: experience with Customer Success (CS) methodologies; basic technical knowledge of integrations or system implementations; experience in the real estate market will be considered an advantage

Customer Onboarding Analyst

Key skills