Customer Onboarding Specialist

HyperFi • San Francisco, CA

9h • $110,000 • Hybrid

About The Position

We are hiring a Customer Onboarding Specialist to lead onboarding for both:
Suppliers (carriers, cloud providers, MSPs, security vendors)
Subscribers (enterprise IT buyers and channel partners)
This role blends Customer Success + Operational Execution.
You will guide customers through their early journey on the platform, ensure suppliers are fully integrated, coordinate closely with Engineering, and elevate the overall onboarding experience.
Technical deep dives will be handled by a Technical Engineer — but you should be comfortable operating in IT, telecom, cloud, or infrastructure environments.
You are:
Extremely detail-oriented
Professional and confident on the phone
Organized and proactive
Customer-first but execution-driven

Requirements

• 3+ years in Customer Success, Onboarding, Account Management, or Ops
• Experience in IT, Telecom, Cloud, Security, MSP, or B2B SaaS preferred
• Comfortable working with enterprise buyers and suppliers
• Strong written and verbal communicator
• Extremely organized and process-oriented
• Comfortable in early-stage, high-growth environments
• Able to manage multiple onboarding tracks simultaneously

Nice To Haves

• Startup experience is strongly preferred.

Responsibilities

• Supplier Onboarding
• Collect and validate required documentation and data
• Coordinate with Dev/Engineering to ensure clean platform integration
• Track onboarding milestones and proactively unblock delays
• Ensure supplier profiles are complete, accurate, and marketplace-ready
• Create repeatable onboarding workflows
• Subscriber Onboarding
• Lead onboarding calls and product walkthroughs
• Guide IT buyers through platform features and workflows
• Ensure a smooth transition from sign-up to active usage
• Escalate technical matters to Engineering when appropriate
• Maintain detailed CRM and onboarding tracking
• Operational Excellence
• Identify friction points and suggest improvements
• Help define onboarding best practices
• Support the buildout of scalable customer processes
• Contribute to documentation and internal playbooks

Benefits

• Meaningful Equity
• Bonus eligibility in 2026 (performance-based)
• Full benefits
• Hybrid SF schedule (average 3 days in office)
• Fully stocked office (food, snacks, drinks)
• Direct exposure to founders and leadership
• Real ownership from Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed