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About the role
Key responsibilities & impact- Lead customers through a standardized onboarding program focused on readiness, enablement, and early adoption; ensuring alignment with implementation partners who own technical delivery.
- Drive customer engagement with Pigment Academy, co-build sessions, and onboarding milestones to ensure users gain foundational product skills.
- Monitor onboarding progress and proactively surface risks related to participation, resourcing, or misalignment of expectations.
- Partner with CSMs, Implementation Partners, and Solutions teams to ensure customers achieve their initial success criteria and are prepared for handoff into ongoing adoption.
- Create, maintain, and improve scalable onboarding documentation, guides, templates, and digital resources.
- Track and report onboarding KPIs including time-to-value, milestone completion, and training participation rates at scale.
- Identify onboarding insights or systemic blockers and recommend improvements to processes, tooling, and customer education programs.
Requirements
What you’ll need- 4+ years of experience in onboarding, customer success, project coordination, training, or implementation support in a SaaS environment.
- Strong customer communication skills with the ability to guide, coach, and motivate diverse user groups.
- Experience managing high-volume customer cohorts or running structured programs.
- Strong organizational skills and comfort operating with structured workflows and timelines.
- Ability to interpret onboarding data and escalate risks effectively.
- Experience working with or alongside implementation partners or professional services teams.
- Experience in planning, finance, analytics, or similar domains.
Benefits
Comp & perks- Competitive compensation package
- We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies
- Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, London, San Francisco and Austin coming soon!
- High-end equipment (based on stock/availability) to do your work in the best conditions
- We are hiring to fill an immediate opening for this position.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Onboarding DocumentationKPI TrackingProcess ImprovementTraining Program DevelopmentRisk Management
Soft Skills
Customer CommunicationCoachingMotivating Diverse User GroupsOrganizational Skills