Customer Onboarding Specialist @Saas Labs US Inc.

[Hiring] Customer Onboarding Specialist @Saas Labs US Inc.

Mar 16, 2025 - Saas Labs US Inc. is hiring a remote Customer Onboarding Specialist. 💸 Salary: unspecified. 📍Location: USA.

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Role Description

As an Onboarding Specialist, you will become a product expert and ensure customers achieve their desired outcomes quickly and efficiently, driving value throughout the onboarding experience. You will set up customers for immediate success by:

Facilitating the implementation process and educating them on the product
Helping solve their technical concerns
Ensuring smooth activation of the product and services

As an Onboarding Specialist, you act as a customer's trusted advisor and have the potential to influence their future journey with SaaS Labs products.

Qualifications

3-6 years of experience in B2B SaaS Customer Onboarding, Success role focused on US customers
Experience in engaging with C-level and Senior Executives
Graduation in Science, Engineering, and Commerce fields from an accredited college or university; a postgraduate degree would be beneficial
Driven to challenge the status quo with potential for future leadership opportunities
This role is for our US market, one of our primary markets

Requirements

Develop a comprehensive understanding of the customer needs, including business objectives and challenges
Record the use cases, customer requirements, and customization requests
Develop success plans for the customer to achieve their desired outcomes quickly
Train customers on the product features and educate how they help achieve the desired objectives
Drive the implementation of products for all the new customers to ensure they achieve their first aha moment quickly
Develop and educate the customer on the best practices
Collaborate with sales, product, engineering, and success teams across all time zones to ensure that customer requirements are met
Engage the right stakeholders to establish strong relationships with new and existing customers, leveraging feedback for continuous improvement of the process
Take ownership of onboarding of the customer, identify and target ‘at risk’ customers, and take appropriate steps to engage with them proactively, understand the concerns, and drive resolution
Ensure a successful warm handover of the customer post the onboarding cycle to the customer success team without letting the baton drop

Must-have Skills

Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders
Exemplary written and verbal communication skills to work with global customers
Experience working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar ones
Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data
Proven track record of driving customer success and retention
Ability to work across varied customer segments
Good understanding of SaaS and business processes

Good-to-have Skills

Ability to translate customer needs into technical requirements for internal stakeholders
Experience working with global customers and across different segments in the past

Other essential qualities for this role

A customer-first mindset is a must
Bias for action and a sense of urgency to get things done for customers
Able to multitask efficiently under time pressure
Sense of accountability

Benefits

Opportunity to work and collaborate with a truly global team spread across 6 countries
Routine hackathons and learning boot camps to promote knowledge-sharing

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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Customer Onboarding Specialist @Saas Labs US Inc.

Customer Service

Salary 💸 unspecified	Remote Location USA
Job Type full-time	Posted Mar 16, 2025

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Customer Onboarding Specialist @Saas Labs US Inc.

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