Onboarding Specialist
Cantaloupe AI
About the Role
As an Onboarding Specialist at GlossGenius HQ, you will be instrumental in guiding high-revenue prospective customers through an efficient and seamless transition onto our platform. Working closely alongside the Sales team, particularly Account Executives, you will ensure a smooth handoff and provide exceptional end-to-end onboarding experiences that empower customers for sustained success. Your role as a trusted advisor throughout the implementation process will directly impact customer satisfaction and long-term retention. Reporting to the Director of Revenue Operations, you will collaborate cross-functionally with Sales, RevOps, Product, and Support teams to resolve challenges and continuously improve the onboarding journey. This remote position offers an opportunity to join an innovative company that values flexibility, professional growth, and comprehensive benefits to support your success and well-being.
What you'll do
- Partner closely with Account Executives to onboard high-revenue prospective and newly closed accounts, ensuring a seamless handoff from Sales to Onboarding
- Own and manage the end-to-end onboarding process, guiding customers through data transfer and migration, payments setup, website and online booking configuration, team member onboarding and permissions, and advanced product feature enablement
- Serve as the primary point of contact for customers during onboarding, managing timelines, expectations, and identifying risks proactively
- Conduct tailored onboarding calls, working sessions, and product walkthroughs according to customer needs and complexities
- Identify and resolve blockers or technical challenges by collaborating with internal teams
- Ensure customers are fully activated and confident using the platform by the conclusion of onboarding
- Maintain detailed documentation in CRM and onboarding tools and share customer feedback and insights with Sales, Product, and Customer Experience teams
What we're looking for
- 1-2+ years of experience in onboarding, implementation, customer success, or sales support preferably in SaaS environments
- Proven ability to handle multiple onboarding projects simultaneously with high quality and customer satisfaction
- Strong collaboration skills especially with Sales teams and Account Executives
- Comfort working with technical operations including data migration, payments setup, and system configuration
- Excellent verbal and written communication to explain complex concepts clearly to diverse audiences
- Highly organized, detail-oriented, proactive, and adept at risk identification and project completion
- Experience with CRM and customer management tools such as HubSpot or Salesforce
Nice to have
- Experience working in a SaaS or technology startup environment
- Familiarity with onboarding automation tools or platforms
- Knowledge of revenue operations processes and cross-team collaboration
- Experience with customer training and enablement methodologies
