Key skills
AISaaSSalesforceProject ManagementCustomer SuccessSales
About this role
Role Overview
- Lead onboarding engagements to drive successful product adoption and faster time-to-value
- Guide customers through account setup, configuration, and best practices in 1:1 and group settings
- Identify risks to onboarding success and proactively drive resolution
- Partner with Customer Success and CS Ops to design and deliver enablement for Customer Success Managers
- Reinforce onboarding best practices and improve consistency across the post-sale journey
- Partner with Sales, Product, Support, and Customer Success to ensure smooth customer handoffs and alignment
- Build strong relationships with customer stakeholders to align on goals, KPIs, and success criteria
- Contribute to improving onboarding playbooks, templates, and documentation
- Help design scalable onboarding processes that support both high-touch and repeatable delivery models
- Track onboarding performance and use data (e.g., time-to-value, adoption, CSAT/NPS) to drive improvements
Requirements
- 3–5+ years of experience in Customer Success, Onboarding, Implementation, or Program Management in a SaaS environment
- Experience managing customer onboarding with both technical and operational complexity
- Strong project management skills, with the ability to manage multiple onboarding engagements at once
- Clear communicator with the ability to build trust with both customers and internal stakeholders
- Experience supporting internal enablement or training programs (nice-to-have)
- Familiarity with tools like Salesforce, Gainsight, Planhat, or similar platforms (nice-to-have)
- Experience working in regulated environments (e.g., DOT, FCRA) (nice-to-have)
- Curiosity and openness to using AI to improve how you work and deliver outcomes (nice-to-have)
Benefits
- medical, dental, and vision coverage
- a 401(k) with company match
- paid time off and holidays
- wellness programs
- an employee assistance program