[Hiring] Customer Success & Onboarding Specialist @Flexscale

Role Description

We’re looking for a customer-focused and highly organized Customer Success & Onboarding Associate to support a technology company that provides smart access control solutions for multifamily and commercial properties. In this role, you’ll manage the onboarding process for new clients, from account setup and training to installation readiness and post-launch follow-ups.

• Manage the end-to-end onboarding process for new clients, from account setup through launch and post-installation follow-ups
• Schedule, prepare for, and lead virtual onboarding and training sessions via Zoom
• Serve as the primary point of contact for onboarding-related questions
• Create and configure client accounts, ensuring all information is accurate and complete
• Collect and organize required onboarding materials
• Upload resident and user information before installation
• Coordinate with Project Managers to track onboarding milestones
• Provide clients with resident-facing launch materials
• Assist with basic integration setup involving property management software
• Send project closure emails and customer satisfaction surveys
• Follow up on client feedback
• Manage a high volume of client accounts simultaneously
• Handle difficult client conversations professionally and empathetically
• Coordinate with internal teams to resolve issues
• Document recurring client concerns and onboarding challenges
• Contribute to the development of onboarding templates and process improvements
• Collaborate with the Marketing Team to create and improve client-facing materials
• Participate in team meetings and share ideas to improve onboarding efficiency

Qualifications

• At least 2 years of experience in customer success, client onboarding, account management, or a similar client-facing role
• Experience conducting client onboarding, training, or product walkthroughs through video calls
• Proven ability to manage multiple client accounts, projects, or onboarding processes simultaneously
• Strong written and verbal English communication skills
• Experience handling difficult client conversations and managing expectations
• Comfortable learning and navigating SaaS platforms
• Familiarity with Google Workspace, spreadsheets, and CSV files
• Exceptional attention to detail
• Strong organizational and time management skills
• A proactive, ownership-driven mindset
• Strong problem-solving skills and sound judgment
• A collaborative approach to working with cross-functional teams
• Comfortable working in a fully remote environment

Requirements

• Previous experience in property management, multifamily housing, or commercial real estate (Nice to Have)
• Background in access control, physical security, smart building technology, or property technology (PropTech) (Nice to Have)
• Familiarity with property management platforms such as Yardi or AppFolio (Nice to Have)
• Experience using Zoom, Notion, Salesforce, or other CRM and project management tools (Nice to Have)
• Experience developing onboarding workflows, client communication templates, training materials, FAQs, or help documentation (Nice to Have)
• Experience collecting customer feedback and monitoring satisfaction (Nice to Have)
• Exposure to technical integrations or working alongside Product and Support teams (Nice to Have)

Benefits

• Work From Home: Fully remote setup with local support
• Generous Paid Time Off: Start with 18 paid leaves annually
• U.S. Holiday Observance: Enjoy U.S. holidays off
• Healthcare Support: Receive a healthcare stipend to help cover medical expenses
• Professional Environment: Join a supportive, growth-oriented global team