Remote Customer Onboarding and Success Specialist

Job Summary:

We are seeking an experienced and customer-focused Remote Customer Onboarding and Success Specialist to support customer onboarding, implementation, and ongoing success in a fast-growing SaaS environment. This is a hands-on role focused on helping new customers get up and running smoothly while building strong, long-term relationships that ensure they get maximum value from our product. The role combines customer onboarding and success with general support responsibilities as needed. You will serve as a trusted point of contact throughout the customer lifecycle, delivering high-quality support, clear training, and practical guidance. The ideal candidate enjoys helping others, communicates clearly, learns new tools quickly, and thrives in a remote, cross-functional environment. This position plays a key role in maintaining customer satisfaction, supporting scalable operations, and strengthening collaboration as the company continues to grow. We welcome candidates who are passionate about helping others, communicate effectively, and demonstrate the ability to learn quickly.

Key Responsibilities:

• Lead the onboarding and implementation process for new customers by creating and executing personalized onboarding plans that drive fast adoption and measurable value.
• Serve as the primary point of contact for clients after signup, acting as a trusted advisor who understands client goals, checks in proactively, and provides ongoing guidance throughout the customer lifecycle.
• Train new clients on product features, workflows, and best practices through live sessions and clear written documentation.
• Handle incoming customer support requests through Intercom, resolving issues efficiently and escalating when necessary.
• Translate complex or technical information into clear, practical explanations to ensure clients feel confident and comfortable using the product.
• Gather customer feedback, identify recurring pain points or improvement areas, and communicate insights to Product, Engineering, and Operations teams.
• Collaborate closely with cross-functional teams via Slack to troubleshoot issues, resolve problems quickly, and improve overall client outcomes.
• Identify opportunities to enhance customer satisfaction, retention, and potential account growth while maintaining strong long-term relationships.
• Support company initiatives to build operational redundancy and scalability as the organization grows.
• Maintain a high standard of customer satisfaction while managing multiple clients, priorities, and responsibilities simultaneously.
• Support additional administrative related tasks as assigned.

Qualifications & Requirements:

• Strong English communication skills (written and spoken).
• Bilingual proficiency, particularly in Spanish or Russian, is preferred.
• 5+ years of experience in customer success, customer support, or a related client-facing role, preferably within a SaaS or technology startup environment.
• Strong background in SaaS onboarding, client implementation, and/or customer training.
• Proven ability to translate complex or technical information into clear, practical explanations that ensure clients feel confident and comfortable using the product.
• Strong customer-first mindset with demonstrated success in resolving complex client issues while maintaining high levels of satisfaction and positive long-term relationships.
• Highly tech-savvy, proactive, and able to quickly learn and adopt new tools and systems; out-of-the-box thinking is a plus.
• Experience using Intercom for customer support and Slack for internal communication is highly preferred.
• Ability to remain calm under pressure, effectively problem-solve, and de-escalate challenging situations.
• Highly organized and self-motivated, with strong ownership of responsibilities and the ability to work independently with minimal supervision.
• Sound judgment and the ability to quickly understand, interpret, and accurately execute instructions.
• Ability to work effectively in a fully remote environment, with availability during the EST time zone.
• Prior experience in healthcare technology is preferred but not required.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace (Docs, Sheets), preferred.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

Compensation & Benefits:

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours weekly.
• Great work environment with potential for growth.