Job Information
Job Description
ProjectGrowth's client, a SaaS company specializing in streamlined user management workflows, is hiring a Fully-Remote Onboarding Specialist. This role is focused purely on customer success, guiding new B2B clients through their platform setup using structured SOPs and video walkthroughs. The goal is to ensure a fast, confidence-building experience so customers can quickly achieve value. The position operates on EST time and provides full training, making it ideal for those seeking to specialize in SaaS customer operations.
Required Conditions and Skills
1–3 years of experience in customer onboarding or general SaaS is preferred but not strictly required.
Fluent English is mandatory, with confidence and clarity required for video calls.
Strong typing skills (50–55 WPM with 92%+ accuracy) are necessary for CRM notes and follow-ups.
Ability to quickly master complex SaaS platforms and explain them using simple, clear, and structured communication.
Familiarity with CRM tools and the ability to navigate multiple systems simultaneously.
Strong adherence to documented SOPs (Standard Operating Procedures) to maintain consistency and quality.
Basic troubleshooting skills (e.g., login issues, user errors) and a high level of collaborative ability.
Required Conditions and Skills
Lead structured onboarding sessions (video and screen share) for new customers, adhering strictly to documented SOPs.
Conduct clear walkthroughs of platform setup, key features, and best practices to reduce the customer's learning curve.
Provide consultative and empathetic support to customers via email, chat, or video during the initial setup phase.
Ensure seamless customer handoffs by collaborating closely with the Sales team and maintaining accurate expectations.
Escalate complex technical issues to the appropriate internal teams while handling simple troubleshooting requests.
Maintain detailed and accurate customer progress tracking and notes within the CRM system.
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