Customer Onboarding Specialist

5 days ago


Gurgaon, Haryana, India Loop Subscriptions Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Key Responsibility Area

Merchant Kickoff & Engagement

  • Send kickoff invites within 24 hours of sales handoff.
  • Lead onboarding calls to understand merchant goals, setup requirements, and timelines.
  • Maintain proactive weekly touchpoints (kickoff, progress updates, handover communication)

Solutioning & Setup

  • Configure subscription setups based on merchant needs.
  • Collaborate with Implementation Engineering for technical solutions.
  • Work with the Migration team to validate and execute subscription data imports.

Project & Timeline Management

  • Align milestones, timelines, and dependencies to move merchants to go-live.
  • Track onboarding progress in Salesforce, Sheets, and internal dashboards.
  • Escalate risks early when delays or product gaps impact merchant experience.

Merchant Experience & Retention

  • Ensure subscription widget go-live and migration completion.
  • Communicate with empathy during delays, escalations, or product limitations.
  • Collect structured feedback and share with Product and Success teams.

Handover to Success Team

  • Deliver a fully updated onboarding document at handover.
  • Confirm merchants feel confident using Loop before transition.
  • Minimize churn during onboarding and in the first 30 days post-handover.

Qualifications

  • 2-4 years in SaaS onboarding, customer success, or implementation roles.
  • Strong project management and organizational skills.
  • Ability to solutionize for diverse merchant use cases
  • Comfort with tools like Salesforce, Google Sheets, Slack, and Shopify ecosystem apps.
  • Excellent written and verbal communication; empathetic and proactive with customers.
  • Experience working cross-functionally with technical and non-technical teams.
  • Able to maintain good calendar hygiene


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