Customer Success
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- Onboarding Specialist
Location:
Kalyaninagar, Pune, MH (in-office) Timings: 5.30 PM to 2.30 AM IST (US timezone) Role: Customer Onboarding Work
Location:
- Domain: B2B SaaS Role Overview: We are seeking a proactive Customer Success – Onboarding & Implementation Specialist to help our B2B SaaS customers achieve success from day one. In this role, you’ll own the post-sales onboarding journey — guiding customers through setup, integrations, and adoption — ensuring they realize value from our product quickly and sustainably. You’ll collaborate closely with Customer Success, Engineering, and Product teams to ensure a seamless onboarding experience that drives long-term engagement and retention.
Key Responsibilities
Customer Onboarding & Enablement
• Serve as the primary point of contact during onboarding, leading implementation projects from kickoff to successful adoption.
• Develop tailored onboarding plans aligned with customer goals, technical requirements, and timelines.
• Deliver training sessions, workshops, and resources to drive product adoption across customer teams. Implementation & Technical Setup
• Configure product settings, user roles, and workflows to align with customer needs.
• Partner with relevant stakeholders to ensure smooth deployment and data migration where required. Customer Success Alignment
• Ensure onboarding milestones are achieved and documented for a smooth transition to long-term Customer Success Managers.
• Track adoption metrics, health scores, and implementation KPIs to identify risks and opportunities early.
• Collect customer feedback and collaborate with Product and Engineering to improve features, usability, and onboarding processes. Relationship Management
• Build trust with executive sponsors, project managers, and end-users by acting as a trusted advisor.
• Manage multiple concurrent onboarding projects while ensuring consistent, high-quality customer experiences.
• Establish strong foundations that drive renewals, expansion, and advocacy. Qualifications & Skills
• 2–5 years of experience in Customer Success, Implementation, or Solutions/Onboarding roles within a B2B SaaS company.
• Strong project management skills, with proven ability to manage multiple customer onboarding projects simultaneously.
• Technical aptitude — comfortable with APIs, SaaS integrations (e.g., Salesforce, HubSpot, Slack, SSO, BI tools), and troubleshooting.
• Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Customer-first mindset with strong problem-solving skills and attention to detail.
• Familiarity with Customer Success and project management tools (e.g., Gainsight, Zendesk, Jira, Asana, or equivalent).
What We Offer
• A customer-obsessed culture where you’ll have ownership of the onboarding journey.
• Opportunities for professional growth within a fast-scaling SaaS company.
• A collaborative team environment with cross-functional exposure.
• Competitive compensation, benefits, and flexible work options.
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