Client Onboarding

About the Role

We are looking for a proactive and customer-focused Client Onboarding Specialist to guide new customers through the onboarding process and ensure they have a successful start using our SaaS platform.

In this role, you will be responsible for managing the entire onboarding journey—from kickoff meetings and account setup to training and go-live support. You'll work closely with customers and internal teams to deliver a smooth onboarding experience that drives long-term customer success.

Key Responsibilities

• Manage the end-to-end onboarding process for new SaaS customers.
• Lead kickoff meetings to understand customer goals, timelines, and business requirements.
• Configure customer accounts and coordinate implementation activities.
• Deliver virtual product training sessions tailored to customer needs.
• Guide customers through platform setup and best practices.
• Monitor onboarding progress and ensure projects stay on schedule.
• Troubleshoot onboarding-related issues and collaborate with internal teams to resolve them.
• Maintain accurate onboarding documentation and customer records in the CRM.
• Build strong relationships with customers to ensure a positive onboarding experience.
• Identify potential risks or delays and proactively communicate solutions.
• Gather customer feedback and share insights to improve onboarding processes.
• Work closely with Customer Success, Product, Sales, and Support teams to ensure a seamless customer experience.

Requirements

• 2+ years of experience in Customer Success, Client Onboarding, Implementation, Account Management, or a similar customer-facing role.
• Previous experience working with a SaaS product is required.
• Excellent verbal and written English communication skills.
• Strong project management and organizational skills.
• Ability to manage multiple onboarding projects simultaneously.
• Experience conducting customer training sessions and presentations.
• Strong problem-solving and troubleshooting abilities.
• Customer-first mindset with excellent relationship-building skills.
• Comfortable working independently in a remote environment.

Preferred Qualifications

• Experience with CRM platforms such as HubSpot, Salesforce, or Zoho CRM.
• Familiarity with onboarding and project management tools such as Asana, ClickUp, Monday.com, Trello, Jira, or Notion.
• Experience using AI tools such as ChatGPT, Gemini, or Copilot to improve productivity and customer communication.
• Experience working with international clients in a remote environment.

Success in This Role

You will be successful if you can:

• Deliver a smooth and professional onboarding experience.
• Help customers become confident users of the platform quickly.
• Maintain high customer satisfaction throughout onboarding.
• Keep implementation projects organized and on schedule.
• Build long-term customer relationships from day one.

Pay: From R13 300,00 per month

Work Location: Remote