Customer Onboarding Specialist

Position Summary

We are seeking an experienced Onboarding & Implementation Specialist to lead customers through the successful adoption of our SaaS solutions. This role owns the customer launch experience from kickoff through go-live and transition to Support and Customer Success.

You will act as a trusted advisor and customer advocate—guiding discovery, configuring the system, delivering structured training, and ensuring customers achieve value quickly and confidently using proven best practices.

This is a hands-on, customer-facing role that blends implementation discipline, training excellence, and project ownership.

Why This Role Matters

This position offers meaningful ownership, direct customer impact, and the opportunity to apply time-tested onboarding and implementation practices in a modern SaaS environment. The impact of your work as Customer Onboarding Specialist will:

• Ensure consistent successful customer launches per quarter
• Drive strong CSAT and NPS results
• Customers who are confident, trained, and operationally ready at go-live

If you value process, accountability, and helping customers succeed the right way—from day one—we’d like to hear from you!

Key Responsibilities

• Customer Implementation & Onboarding

  • Own the end-to-end onboarding journey from kickoff to go-live.
  • Partner with Sales and Project Coordination teams to ensure a strong implementation handoff.
  • Lead discovery and requirements gathering (functional and technical).
  • Configure customer accounts in alignment with documented business requirements.
  • Coordinate and configure third-party integrations (non-technical).

• Training & Enablement

  • Deliver live 1:1 and group training sessions (remote and occasional onsite).
  • Facilitate train-the-trainer and end-user training programs.
  • Ensure customers are enabled to operate independently at go-live.
  • Contribute to the ongoing improvement of training materials, documentation, and how-to resources

• Project Ownership

  • Establish and manage scope, timelines, milestones, and customer responsibilities.
  • Lead recurring project and training sessions, tracking risks, actions, and decisions.
  • Proactively manage risks and drive timely completion to minimize time-to-value.
  • Ensure a smooth transition to Support and Customer Success post-launch.

Qualifications, Skills & Competencies

• 5+ years of experience in SaaS onboarding, implementation, or customer training (B2B preferred).
• Strong understanding of structured implementation and project management frameworks.
• Proven ability to deliver engaging, effective training for diverse audiences.
• Excellent written and verbal communication skills; comfortable presenting remotely and in person.
• Strong business acumen with the ability to prioritize, multitask, and problem-solve.
• Experience creating and maintaining training materials and documentation.
• Bachelor’s degree in Business, Education, Hospitality, Technology, or a related field (or equivalent experience).