[Hiring] Sr. Onboarding Project Specialist @Cofactr

Role Description

The Sr. Onboarding Project Specialist owns the project management of every new Cofactr customer onboarding, from the moment Sales hands off a closed deal through the CSM-led enablement sessions that get the customer's team using the platform. You will run several onboardings at once, each with its own timeline, stakeholders, and configuration requirements, and keep every one of them moving. The value of this role is improving time to value for every new customer while giving them an excellent onboarding experience and making sure they achieve the outcomes they came to Cofactr for. You will get customers from signed contract to configured, enabled, and placing orders faster, without cutting corners on the setup or the relationship.

You are the coordinator between Sales, Customer Success, and the customer. You review what Sales captured in discovery, close the gaps before configuration starts, drive account setup to completion, and line up the enablement sessions our CSMs lead. Your work lets CSMs spend their time on enablement and account growth instead of logistics, and it gets customers to their first purchase (major value milestone) faster. This role requires:

• Operational rigor
• Project management mindset
• Strong communication skills
• Cross-functional relationship building
• Discipline to track many concurrent projects without letting one stall

Key Responsibilities

• Sales-to-CS Handoff: Own the handoff for every new customer. Review the configuration discovery and intake materials from Sales, identify missing requirements, and resolve open questions with Sales and the customer before work begins. Close the knowledge gap.
• Onboarding Project Management: Run each onboarding as a project with a defined plan, milestones, owners, and target dates. Track status across all active onboardings and flag risks early.
• Account Configuration: Coordinate and complete account setup based on the reviewed requirements, partnering with Support, Product, and Engineering where needs go beyond standard setup.
• Setup Review: Lead the account setup review with the customer's main point of contact to confirm the configuration is right before enablement begins.
• Enablement Coordination: Schedule and prepare CSM-led enablement sessions and office hours, including attendees, agendas, and customer pre-work, so the CSM can focus on delivering the session and the customer arrives ready.
• Customer Communication: Keep customers informed and accountable throughout onboarding with clear next steps, timelines, and recaps.
• Documentation and Systems: Keep onboarding records current in our systems (Notion, Salesforce, Pylon) so Sales, CS, and leadership can see where every customer stands.
• Process Improvement: Work with CS leadership to refine onboarding playbooks, intake forms, checklists, and templates as volume grows.
• Metrics and Reporting: Track onboarding metrics such as time from close to configuration complete, time to first enablement session, time to first purchase, and number of onboardings in flight, and use them to find and remove delays.

Qualifications

• 4+ years in customer onboarding, implementation, or project management in a B2B SaaS or technology environment.
• Extra credit for supply chain, procurement, or hardware/manufacturing industry experience.

Requirements

• Extreme Ownership: Treat every onboarding as your own from handoff to enablement, and when something stalls, find the blocker, pull in the right people, and see it through to resolution.
• Concurrent Project Management: A track record of running multiple customer projects at once, each with its own timeline, stakeholders, and milestones.
• Organization and Follow-Through: Keep a clean tracker, run tight meetings, and close loops without being reminded.
• Communication: Clear written and verbal communication with customers and internal teams, including the ability to push for decisions and hold stakeholders to dates.
• Technical Aptitude: Comfortable learning and configuring SaaS platforms, and able to diagnose a setup issue well enough to route it to the right person.
• Tech Stack Experience: Familiarity with tools like SFDC, Pylon, Notion, Gainsight, or Metabase; ability to quickly learn new platforms.
• AI Literacy: Hands-on experience using AI tools such as Claude in your daily work, for example to draft customer communications, summarize calls, build trackers, or automate repetitive steps, and the curiosity to find new ways to apply them to onboarding.
• Adaptability: Comfortable in an early-stage environment where processes are still being built.

Benefits

• High Impact: Own the onboarding experience for every new Cofactr customer, the first impression that sets up their success on the platform.
• Build Something New: As the first person in this role, shape how Cofactr runs onboarding at scale.
• Innovative Culture: Join a collaborative, agile, and innovative team where your ideas and contributions matter.
• Growth Opportunity: Collaborate closely with CS leadership and position yourself for expanded scope as the onboarding function matures.
• Professional Development: Access mentorship, training, and growth opportunities within a pre-series B company.