Onboarding Specialist

Granum • Atlanta, GA

12d • $65,000 - $75,000

About The Position

As our LMN Onboarding Specialist, you are the first impression. You're the trusted guide who transforms new clients into confident, empowered users. From day one, you play a pivotal role in shaping the client experience—ensuring their first 30 to 90 days are seamless and set a strong foundation for long-term success. This is more than a support role—it's a high-impact opportunity to build relationships, drive meaningful value, and directly influence client satisfaction and retention. Through personalized onboarding, clear communication, and attention to detail, you help our customers unlock the full potential of our platform.

Requirements

• 3+ Years in a SaaS Environment: Demonstrated experience working within a Software-as-a-Service (SaaS) company, ideally in a customer-facing role. You understand the recurring revenue model, product lifecycle, and the importance of customer retention and satisfaction in a subscription-based business.
• Exceptional Communication and Interpersonal Skills, with a Client-First Mindset: You're a natural communicator, comfortable leading conversations with new clients and aligning internal teams. You can simplify complex ideas, actively listen, and build trust quickly with diverse customer personas.
• Strong Organizational and Time Management Skills: You excel at managing multiple onboarding projects and timelines simultaneously. You're able to prioritize effectively, stay detail-oriented, and ensure a seamless onboarding experience without sacrificing quality.
• Ability to Multitask and Succeed in a Fast-Paced, Client-Focused Environment: You thrive under pressure and are adaptable to changing priorities. You're confident navigating ambiguity and can manage shifting client needs while staying solutions-focused.

Nice To Haves

• Experience with CRM/Customer Success Tools (Preferred): Familiarity with tools like Salesforce, ChurnZero, Gainsight, or HubSpot is advantageous. Additional proficiency in Google Workspace and Microsoft Office Suite. You know how to track customer engagement, flag potential churn risks, and keep client records and interactions up to date. Additional knowledge in AI platforms is an added benefit.
• Green Industry Knowledge is an Asset: Familiarity with landscaping, arborist, or field service operations — including estimating, scheduling, crew management, and invoicing — meaningfully shortens ramp time and helps you speak your clients' language from day one.
• French or Spanish Language Proficiency is an Asset
• Ability to Travel Within Canada and the U.S.

Responsibilities

• Serve as the primary point of contact for new clients throughout their first 30-90 days of onboarding: Build strong initial relationships that set the tone for long-term client success and satisfaction. You'll guide new customers through the onboarding process, creating a positive and confident start to their journey with our platform.
• Conduct virtual one-on-one training sessions to educate and empower clients on using our platform and services effectively: Deliver personalized, hands-on training that helps clients understand not just how to use the platform, but how to apply it to their specific business needs. These sessions build confidence, drive early product adoption, and lay the foundation for long-term success by showing clients how to achieve real value from day one.
• Identify client needs, track progress, and proactively address potential roadblocks to ensure long-term success: Take a consultative approach to problem-solving by anticipating challenges and offering solutions before they become issues. Your proactive support helps reduce churn and boosts customer satisfaction and loyalty.
• Maintain accurate client records and documentation across platforms: Ensure all client interactions and milestones are properly documented for cross-functional visibility. Accurate records support a consistent experience across teams and help drive data-informed decisions.

Benefits

• Comprehensive medical, dental, and vision coverage with multiple plan options
• HSA/FSA accounts
• Disability and life insurance
• Employer-funded HSA-based benefits plan with drug, dental, and mental health coverage (Canada)
• 401(k) matching (U.S.)
• RRSP matching (Canada)
• Tailored career development conversations
• Support for tools, courses, and resources for growth
• Unlimited Paid Time Off
• Paid company holidays
• Company-wide winter break from December 24 to January 1

What This Job Offers

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