Onboarding Specialist, Customer Success Software Development Startup, SMB Focus

Onboarding Specialist | Customer Success Software Development Startup | SMB Focus

Our client, a fast-scaling software development startup, is looking for an Onboarding Specialist to join its growing Customer Success organization. In this role, you'll own the end-to-end onboarding experience for SMB customers — guiding them from kickoff to go-live and ensuring they realize value from the product quickly and confidently.

Reporting directly to the Director of Customer Success, you'll be part of a foundational team that's still building the playbook. This is a high-impact, high-volume role for someone who thrives in a structured yet evolving environment.

What You'll Do

• Own the full SMB onboarding journey — from kickoff call through go-live — following defined onboarding paths and timelines
• Guide customers through product setup, configuration, and core workflows to drive early adoption and usage
• Manage a high volume of concurrent onboarding engagements without sacrificing quality or responsiveness
• Partner with Sales to ensure smooth customer handoffs and alignment on goals and use cases
• Spot onboarding risks early and proactively communicate next steps to both customers and internal stakeholders
• Contribute to onboarding documentation, templates, and enablement resources that improve consistency and speed-to-value
• Support clean transitions from onboarding to ongoing Customer Success or scaled support

What We're Looking For

• 0–3 years of experience in onboarding, customer success, implementation, support, or a related customer-facing SaaS or tech role
• New graduates welcome — startup experience, founder background, or early-employee roles (including startup competitions) are viewed favorably
• Leadership experience in competitive athletics or high-accountability hospitality and service environments is a strong plus
• Evidence of raw drive and achievement — academic rigor, high performance, or self-directed accomplishment
• Detail-obsessed with a true ownership mindset — nothing falls through the cracks on your watch
• A clear, confident communicator who can translate technical concepts into plain language
• Organized, accountable, and comfortable managing multiple priorities at once
• Hospitality industry experience is a major plus. 
• Must be authorized to work in the U.S. — sponsorship is not available for this role

Compensation

This role offers a competitive salary paired with equity in the company. You'll be joining early — and that's reflected in how you're compensated.

This is a builder role. If you're energized by being in early and helping shape how things get done, we want to hear from you.