Job Description

Customer Success & Onboarding Specialist

The Customer Success & Onboarding Specialist serves as the primary point of contact for new clients following the completion of the sales process. This role is responsible for ensuring a seamless transition from sale to implementation, providing onboarding support, coordinating training, driving customer engagement, and helping clients maximize the value of the organization's products and services. The position works closely with Sales, Training, Marketing, Customer Support, and other internal stakeholders to create a positive customer experience and support long-term client success.

Key Responsibilities

• Manage the customer experience from initial onboarding through adoption and ongoing account support.
• Serve as the primary post-sale contact, ensuring clear communication, timely follow-up, and a high level of customer satisfaction.
• Coordinate onboarding activities, including welcome communications, training schedules, account setup, system access, and cross-functional collaboration.
• Educate customers on product utilization, best practices, business development resources, marketing support, and available tools designed to promote long-term success.
• Conduct proactive outreach and regular follow-ups to understand customer goals, usage, satisfaction levels, and opportunities for improvement.
• Identify opportunities for account growth, referrals, additional products or services, and coordinate follow-up with the appropriate internal teams.
• Maintain accurate customer records, onboarding milestones, communications, and account activity within the company CRM platform.
• Support customer access to online resources, educational materials, support tools, and marketing assets.
• Assist in the creation and maintenance of onboarding guides, customer communications, training materials, and customer success resources.
• Collect and share customer feedback to help improve internal processes, products, and the overall client experience.
• Collaborate with internal departments to ensure customer inquiries and issues are routed effectively and resolved promptly.

Qualifications

• 2+ years of experience in customer success, customer onboarding, account management, customer support, or a related client-facing role.
• Experience utilizing CRM platforms to manage customer relationships and account activity.
• Strong presentation, virtual training, and customer education skills.
• Excellent verbal and written communication abilities.
• Professional, patient, and customer-focused approach.
• Highly organized with strong project management and cross-functional collaboration skills.
• Ability to manage multiple priorities while maintaining attention to detail and meeting established timelines.

Preferred Qualifications

• Bachelor's degree in Business, Communications, Marketing, or a related field.
• Experience working with CRM, marketing automation, or social media management platforms.
• Background supporting customers within healthcare, medical technology, professional services, technology, SaaS, or other customer-driven industries.

Benefits

• Competitive compensation package
• Performance-based bonus opportunities
• Comprehensive health benefits
• 401(k) with employer match
• Paid time off and company holidays
• Professional development and career growth opportunities

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