Senior Client Onboarding Specialist
Empower
Cloud
Customer Onboarding Manager
Skimmer
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Own the complete onboarding journey for new customers
- Design and execute scalable onboarding processes that drive rapid software adoption
- Conduct personalized onboarding sessions, training calls, and product demonstrations
- Create customized success plans for each customer based on their business needs
- Monitor customer progress and proactively address barriers to adoption
- Ensure customers achieve key activation milestones within their first 30 days
- Serve as the primary point of contact for new customers during their critical first month
- Build strong, trust-based relationships with pool service professionals
- Provide exceptional customer service and technical support throughout the onboarding process
- Communicate regularly with customers via phone, email, video calls, and in-app messaging
- Gather customer feedback and relay insights to product and engineering teams
- Continuously improve onboarding processes to maximize efficiency and customer outcomes
- Develop and maintain onboarding resources, templates, and documentation
- Create scalable training materials and self-service resources
- Track and analyze onboarding metrics to identify areas for improvement
- Collaborate with cross-functional teams to enhance the customer experience
- Drive customer activation and ensure customers realize value quickly
- Identify at-risk customers and implement retention strategies
- Facilitate smooth handoffs to the ongoing customer success team
- Maintain detailed customer records and progress tracking in CRM systems
Requirements
- Experience in customer onboarding, customer success, or account management
- Proven track record of managing high-volume customer relationships (20+ accounts)
- Experience with SaaS platforms and software adoption strategies
- Strong background in customer-facing roles with emphasis on education and training
- Demonstrated independence in managing customer projects and relationships
- Exceptional communication skills (verbal, written, and presentation)
- Ability to explain technical concepts to non-technical users
- Strong organizational skills with ability to manage multiple customer journeys simultaneously
- Problem-solving mindset with proactive approach to customer challenges
- Proficiency with CRM systems, customer success platforms, and productivity tools
Benefits
- Competitive base pay + bonus potential
- Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
- Fantastic culture with a very strong eNPS- we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
- Immediate access to 401(k) with company match
- Flexible PTO (MINIMUM of 10 days required every year)
- 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
- Remote work friendly
- Comprehensive learning and development budget
- A manager dedicated to your development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingcustomer successaccount managementsoftware adoption strategiesproject managementtraining developmentonboarding metrics analysiscustomer relationship management
Soft skills
communication skillsorganizational skillsproblem-solving mindsetrelationship buildingindependenceproactive approachcustomer service
