[Hiring] Onboarding Coach @GrowthZone

Role Description

The Onboarding Coach plays an essential role in guiding new customers through the beginning of their journey with GrowthZone's software. This position ensures customers are set up for success by delivering best practice coaching and guidance tailored to their organizational goals. The implementation process centers around three key components: data migration, configuration, and self-sufficiency. The Onboarding Specialist also partners closely with internal teams to execute smooth implementations and identify upsell opportunities that maximize customer satisfaction and long-term value.

What You’ll Do

• Execute onboarding planning and setup activities for Basic and Intermediate package projects, ensuring all milestones are met on time.
• Lead and support onboarding for specialized and complex projects, coordinating cross-functional resources as needed.
• Perform foundational data migration tasks to ensure a seamless customer transition, including data validation and configuration verification.
• Deliver best practice coaching tailored to each customer's use of GrowthZone solutions, aligning implementation strategies with their strategic and operational goals.
• Present feedback and improvement suggestions on onboarding processes to internal stakeholders and leadership as part of a culture of continuous improvement.
• Identify and communicate upsell and expansion opportunities to Account Managers, contributing to revenue growth and bonus potential.
• Meet or exceed established Key Performance Indicators (KPIs) for onboarding effectiveness, customer satisfaction (CSAT/NPS), and project timelines.
• Maintain accurate project records, task updates, and customer notes within CRM and project management platforms.
• Serve as a customer advocate internally, surfacing product feedback and feature requests to relevant teams.

Qualifications

• 2+ years of experience in SaaS onboarding, implementation, customer success, or a related client-facing role.
• Demonstrated ability to manage multiple concurrent customer implementation projects across varying complexity levels.
• Strong understanding of SaaS platforms, including configuration, user setup, and basic data workflows.
• Experience with data migration concepts — importing, mapping, validating, and troubleshooting customer data.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Highly organized with strong project management skills and the ability to hold customers accountable to timelines.
• Customer-first mindset with a genuine passion for helping organizations achieve their goals.
• Strong collaboration skills.
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and project/task management platforms (GUIDEcx, Jira, Zendesk).
• Ability to work independently in a remote environment with minimal supervision.
• Demonstrated ability to leverage generative AI tools to accelerate work output and improve quality.
• Reliable internet connection required for remote work responsibilities.

Preferred

• Experience with association management software (AMS) or membership-based organizations.
• Experience identifying expansion or upsell opportunities and collaborating with sales/account management teams.
• Bachelor's degree in Business, Communications, Information Technology, or a related field or equivalent practical experience.

What Success Looks Like

At 90 Days

• Completed module training.
• Kicked off first project.
• Demonstrated progress building strong, trust-based relationships with assigned accounts — customers feel supported and know who to call.
• Started to demonstrate GrowthZone's product deeply enough to deliver best practice coaching confidently.
• Shown comfort navigating CRM and project management tools accurately and consistently.

At 1 Year

• Consistently met or exceeded KPIs across customer satisfaction (CSAT/NPS), project timelines, and onboarding effectiveness.
• Successfully led onboarding projects with cross-functional coordination.
• Driven at least one meaningful improvement to onboarding processes or documentation adopted by the broader team.
• Built a reputation with customers as a trusted advisor, not just a trainer.
• Demonstrated readiness to mentor newer team members or take on more complex, high-value accounts.

Benefits

• Competitive compensation aligned with the employee qualifications.
• Medical, dental, and vision coverage.
• Company contributions to HSAs and FSAs.
• Company-paid life insurance.
• Company-paid long-term disability insurance.
• Company-paid critical illness insurance.
• 401(k) retirement plan with company match that is immediately vested.
• Responsible Time Off (RTO).
• Volunteer Time Off (VTO).
• 13 paid holidays.
• Employee referral program.
• Fun employee-led groups fostering an inclusive, connected workplace.

All job offers will be contingent on the successful completion of a background check.