• Serve as the primary customer contact during onboarding, coordinating with customers, partners, and internal teams
• Lead onboarding projects from kickoff to completion, managing scope, milestones, deliverables, and expectations
• Educate customers on platform capabilities, best practices, and configuration options
• Identify and mitigate risks during onboarding, escalating and collaborating cross-functionally as needed
• Partner with Customer Success, Solutions, and Product teams to align business goals with technical delivery
• Create and refine onboarding materials, templates, and processes for consistency and scalability
• Develop vertical-specific onboarding guides and materials to tailor the experience by industry
• Contribute to customer training programs, documentation, and enablement assets
• Track and report onboarding metrics such as completion time and early adoption milestones
• Continuously improve the onboarding experience based on customer feedback and product updates
Requirements
• 5+ years in Customer Success, Onboarding, Account Management, or Strategy roles with enterprise or mid-market customers
• Strong project management skills with experience managing multiple projects simultaneously
• Technical aptitude, comfortable learning platform configurations, integrations, and technologies
• Experience developing onboarding frameworks, materials, or process improvements
• Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
• Familiarity with SaaS, cloud technologies, and digital experience platforms
• Experience working cross-functionally with Product, Sales, and Support teams
• Prior exposure to search, database, cloud, and infrastructure technology is a plus
• Ability to work autonomously and manage resources based on customer needs
Additional Instructions
• Serve as the primary customer contact during onboarding, coordinating with customers, partners, and internal teams
• Lead onboarding projects from kickoff to completion, managing scope, milestones, deliverables, and expectations
• Educate customers on platform capabilities, best practices, and configuration options
• Identify and mitigate risks during onboarding, escalating and collaborating cross-functionally as needed
• Partner with Customer Success, Solutions, and Product teams to align business goals with technical delivery
• Create and refine onboarding materials, templates, and processes for consistency and scalability
• Develop vertical-specific onboarding guides and materials to tailor the experience by industry
• Contribute to customer training programs, documentation, and enablement assets
• Track and report onboarding metrics such as completion time and early adoption milestones
• Continuously improve the onboarding experience based on customer feedback and product updates
Perks and Benefits
• Remote-first work environment with a collaborative workspace in Los Angeles, CA
• Competitive compensation and stock options
• 401k match at 4% on contributions
• Comprehensive medical, dental, and vision insurance with 100% employee-only premiums covered
• Flexible paid time off and paid holidays
• Career growth opportunities in open source and cloud technology
