Customer Onboarding Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Onboarding Specialist based in the United States. This role is a customer-facing opportunity focused on guiding new SaaS customers from initial kickoff through successful product launch. You will own the onboarding journey across a broad platform, helping customers configure products, establish workflows, and reach value quickly. The role combines product expertise, project management, customer education, troubleshooting, and proactive relationship building. You will work with customers through video calls, screen sharing, chat, and asynchronous communication while managing multiple onboarding timelines. Your work will directly influence customer confidence, satisfaction, activation, and early retention. You will join a globally distributed, async-first environment that values ownership, clear communication, continuous learning, and process improvement. The ideal candidate is proactive and adaptable, taking responsibility for customer outcomes rather than simply completing scheduled meetings. Customer Onboarding: Guide new customers through product setup, configuration, integrations, and initial workflows, adapting the onboarding journey to their specific products and business needs. End-to-End Ownership: Manage customer onboarding from kickoff through launch, ensuring milestones are completed, dependencies are addressed, and customers are confident using the platform. Customer Education: Conduct one-on-one onboarding sessions, screen-share walkthroughs, and live troubleshooting while explaining workflows and technical concepts in a clear, accessible way. Proactive Follow-Up: Monitor onboarding progress, identify blockers, maintain accurate timelines, and proactively follow up with customers to keep implementations moving forward. Chat & Digital Support: Provide timely how-to guidance through customer communication channels and help customers resolve questions during the onboarding period. Cross-Functional Collaboration: Partner with Support and Operations teams to resolve issues, identify onboarding gaps, and communicate customer feedback and early churn risks. Retention & Risk Management: Identify early warning signs that could affect customer adoption or retention and escalate risks appropriately. Documentation & Enablement: Review and improve help documentation, training materials, onboarding playbooks, and other resources that make the customer journey clearer and more scalable. Product Expertise: Develop deep knowledge of the full product suite and remain current on new releases, features, workflows, and recommended practices. Scaled Onboarding: Contribute to scaled onboarding initiatives and develop strategies that improve activation, reduce friction, and mitigate early customer churn. Process Improvement: Proactively identify opportunities to improve onboarding workflows, automation, documentation, and operational efficiency. Requirements Experience: 2+ years of experience in SaaS onboarding, implementation, customer success, or another client-facing role, with demonstrated ability to manage multi-step, multi-week customer setup processes. Product Knowledge: Strong understanding of SaaS product configuration and workflows, with the ability to quickly develop expertise across a broad product ecosystem. Customer Communication: Excellent written and verbal communication skills, with confidence leading video calls, screen-sharing sessions, live walkthroughs, and customer conversations. Project Management: Strong organizational and project management skills, including the ability to manage milestones, deadlines, dependencies, follow-ups, and multiple onboarding timelines simultaneously. Technical Confidence: Comfortable troubleshooting products live, navigating desktop and mobile environments, and explaining technical concepts to customers with varying levels of technical knowledge. Cust