Client Onboarding & Retention Specialist

Evosus•Vancouver, WA

5h•Hybrid

About The Position

We are looking for a Client Onboarding & Retention Specialist who’s excited to guide new clients through implementation, support ongoing client needs, and help build strong long-term relationships that contribute to client satisfaction and retention. We are a growing software company based in Vancouver, WA with a cloud SaaS solution. The Junior Onboarding & Retention Specialist is a hybrid role responsible for leading software implementation projects from the moment clients are handed off from sales through successful software go-live. This role ensures clients have a smooth onboarding experience by guiding them through system setup, implementation coordination, and the early stages of platform adoption before transitioning them to the Client Enablement team for ongoing training and operational guidance. In addition to onboarding responsibilities, this position provides overflow support for general client needs, assists with retention and cancellation management for a defined segment of accounts, and supports relationship management efforts for select clients identified as growth opportunities. Serving as a key liaison between clients and internal teams, this role helps ensure a responsive, positive client experience throughout the onboarding and support lifecycle.

Requirements

2+ years of experience in a client-facing role, preferably within a software, technology, or SaaS environment.
Background or familiarity with retail, service, or construction business operations.
Strong proficiency in Microsoft Excel and Google Workspace.
Quick learner with the ability to develop a strong understanding of company software and client workflows.
Strong organizational and time management skills, with the ability to manage multiple client accounts, onboarding tasks, and competing priorities simultaneously.
Excellent customer service and relationship-building skills with a client-first mindset.
Effective problem-solving skills with the ability to identify issues, communicate solutions, and escalate concerns when appropriate.
Strong communication skills, including written, verbal, and interpersonal communication across a variety of client and internal audiences.
Comfortable guiding clients through onboarding processes, system setup, and general platform navigation.
Adaptable and flexible in a fast-paced environment with shifting priorities and changing client needs.
Responsive, dependable, and committed to providing a positive client experience.
Professional, discreet, and able to exercise sound judgment in client and team interactions.

Nice To Haves

Associate’s degree in a related field, or an equivalent combination of education and additional relevant experience.
2+ years of experience in retail, service, or operations management.
Experience supporting specialty retail or field service industries.
Working knowledge or experience in one or more of the following areas: Accounting processes such as accounts payable, accounts receivable, payroll, inventory, purchase orders, or general ledger
Pool, spa, hearth, or related service and retail industries

Responsibilities

Manage onboarding and software implementation projects for new clients, including setup coordination, timeline management, training, and go-live support.
Provide overflow assistance for general client support needs as assigned, helping ensure timely and effective client communication and issue resolution.
Manage retention efforts and cancellation requests for an assigned segment of client accounts, working to understand concerns, provide solutions, and improve client satisfaction.
Build and maintain positive working relationships with clients to encourage engagement, product adoption, and long-term retention.
Identify opportunities for additional products, services, operational improvements, or expanded platform usage based on client needs and business goals.
Support relationship management efforts for select strategic or growth-focused client accounts in coordination with leadership and Client Relationship Management.
Conduct regular client follow-up communication and status meetings to ensure onboarding milestones and client expectations are met.
Deliver onboarding and basic software training while educating clients on operational best practices and system functionality.
Maintain accurate project documentation, account notes, and implementation tracking records.
Collaborate with Sales, Software Support, and Client Relationship teams to ensure continuity and a positive overall client experience.