Customer Success Onboarding Specialist

Reliable Premium Management • Waite Park, MN

4d • $22 - $24 • Hybrid

About The Position

This role exists to ensure every RPM customer begins their journey with clarity and confidence — transforming the complexity of workers' compensation into a seamless, supported experience that builds the foundation for long-term success — while also showing up as a reliable teammate for the broader Customer Success team's day-to-day call coverage. The Customer Success Onboarding Specialist at Reliable Premium Management is responsible for guiding new customers through a smooth, confidence-building starts with RPM — managing a portfolio of active onboarding accounts through outbound calls and email from first contact to handoff. This role is built for someone who's organized, personable, and comfortable managing a high volume of accounts and calls while staying warm and clear with every customer. Onboarding is the primary focus of this role, but it isn't the whole job. Because this position sits within the broader Customer Success team, you'll also take transferred and inbound calls, answer general customer inquiries, and take part in phone triage on an ongoing basis — so no two days look exactly the same. This role works closely with the Manager, Customer Onboarding, and partners with the Account Services team, the Payment Operations team, and the broader Customer Success team — including Customer Support Specialists — to help deliver RPM's promise of a seamless, stress-free experience from day one and every day after. If you're energized by helping someone feel confident from their very first call, and you don't mind wearing more than one hat on a given day, this role was built for you.

Requirements

• Strong organizational skills — comfortable managing a high-volume portfolio without letting anything fall behind
• Clear, warm, and confident phone and email communication
• Sound judgment — knowing when to follow the Playbook and when a situation needs a tailored response
• Comfort analyzing payroll reports and catching discrepancies
• General comfort with technology — able to pick up new systems and tools independently, including in-house/proprietary platforms beyond standard Microsoft Office Suite
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel) required
• Prior experience in a customer-facing role such as customer service, account management, or onboarding
• Comfort with high-volume outbound and inbound phone communication
• No prior experience with our in-house proprietary platform required — hands-on training is provided

Nice To Haves

• Prior experience with HubSpot or a similar CRM/customer communication platform
• Experience in insurance, workers' compensation, payroll, or a related service industry
• Experience with both outbound (proactive) and inbound (reactive) customer phone support

Responsibilities

• Manage a portfolio of 50+ active onboarding accounts simultaneously, keeping each on schedule through the onboarding process
• Serve as the primary point of contact for new customers — conducting 70+ outbound calls per week (capped at 2 calls per customer per week) plus email communication to guide them through each stage
• Educate customers on the complexities of workers' compensation and RPM's value, building trust and confidence at every touchpoint
• Analyze and interpret payroll reports across varying formats, catching discrepancies before they affect billing
• Take transferred and inbound calls for the broader Customer Success team, answering general customer inquiries as they come in
• Serve as part of the team's phone triage rotation, routing or resolving calls so customers reach the right person quickly
• Provide professional, efficient phone and email support outside your own onboarding portfolio, in service of the team's overall coverage
• Surface customer trends and recurring questions in team meetings so the broader team can act on them
• Maintain accurate, detailed account notes and documentation for a clean, confident handoff to the Account Services team and Payment Operations team
• Collaborate with Customer Support Specialists and Seniors to ensure a consistent experience across the customer lifecycle
• Bring a continuous improvement mindset — identify and act on ways to strengthen the onboarding experience

Benefits

• Hands-on training on RPM's in-house proprietary platform
• Quarterly bonus program
• 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance
• 401(k) with 4% company match
• Competitive paid time off
• Two paid 15-minute rest breaks daily, plus a paid 30-minute meal break
• Flexibility and trust to manage your work
• A unique, people-centered culture rooted in ownership, transparency, and learning
• Growth opportunities as the company scales

What This Job Offers

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