Customer Onboarding Specialist

ManageCasa Inc. • San Francisco, CA

10d • Hybrid

About The Position

As a Customer Onboarding Specialist, you will be the primary guide for new customers during the first 30–90 days of their journey. You will train users, configure the platform, support data migration, and ensure a smooth, successful onboarding experience. Your work directly impacts customer satisfaction, retention, and long-term product adoption.

Requirements

• 1–2 years of experience in Customer Success, Onboarding, Support, or Training (SaaS preferred).
• Strong communication and presentation skills.
• Comfortable explaining software features and guiding users step-by-step.
• Highly organized with excellent follow-up and account management habits.
• Ability to learn quickly and adapt to changing workflows.
• Experience in property management, HOA management, or accounting is a strong plus.
• Technical aptitude — ability to understand product logic, data structures, and workflows.

Nice To Haves

• Experience with accounting concepts (payments, ledgers, invoicing).
• Familiarity with onboarding tools, CRM systems, or ticketing software.
• Ability to manage multiple onboarding customers at once.
• Problem-solving and a customer-focused mindset.

Responsibilities

• Lead onboarding sessions for new customers, including software walkthroughs, setup guidance, and best-practice training.
• Assist customers with setting up core modules, including Accounting, Payments, HOA Management, Communications, Documents, and more.
• Customize onboarding plans based on customer needs and complexity.
• Act as the primary point of contact during the onboarding period.
• Understand customer workflows and help optimize them using ManageCasa.
• Monitor customer progress and provide proactive support to ensure milestones are met.
• Assist customers in preparing and validating their data for import (homeowners, properties, vendors, budgets, etc.).
• Coordinate with engineering or technical support teams if needed.
• Work closely with Sales, Customer Success, Support, and Product teams to deliver a seamless onboarding experience.
• Share customer feedback and insights to help improve our onboarding materials and product usability.
• Document onboarding steps, FAQs, help guides, and training notes.
• Recommend process improvements to increase efficiency and create a world-class onboarding experience.

Benefits

• Opportunity to be part of a fast-growing PropTech company.
• Work on meaningful projects that directly impact customer satisfaction.
• Collaborative, supportive team environment.
• Pathway to convert into a part-time or full-time role based on performance.
• Chance to shape the onboarding function and make a measurable impact on company growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees