Scaled Onboarding Specialist
About The Position
As a Scaled Onboarding Specialist, you will be responsible for guiding new customers through a fast, high-quality onboarding experience across both Spend & Expense and AP/AR. This role sits at a critical point in the customer journey, helping customers get set up quickly, adopt core workflows early, and activate within the onboarding call whenever possible. You will play an important role in creating speed-to-value while delivering a strong customer experience through basic setup, accounting software integrations, best practices, and overall platform startup. Manage day-to-day onboarding conversations with newly signed customers across AP/AR and S&E Guide customers through initial setup, integrations, and startup activities with quality and urgency Help customers understand how to use the platform and adopt core workflows as quickly as possible Deliver clear, confident communication that creates a positive and efficient onboarding experience Surface risks, issues, and customer needs early to help improve onboarding success Support organizational initiatives tied to platform adoption, activation, and scalable onboarding execution Contribute feedback on customer pain points, process gaps, and opportunities to improve the onboarding journey
Requirements
- 2+ years of customer-facing experience in onboarding, implementation, account management, customer success, or a similar role
- A bachelor’s degree
- Experience supporting customers in a fast-paced environment with a strong focus on customer experience
- Strong communication skills and the ability to build trust quickly with customers
- Experience guiding customers through setup, integrations, or product adoption conversations
- A track record of helping customers take action quickly and achieve early success
- Strong organizational skills and attention to detail in managing customer interactions and documentation
- Comfort working across multiple products, processes, and customer needs
Nice To Haves
- Experience in SaaS, fintech, or financial software is preferred
- Familiarity with AP, spend management, accounting software, or related workflows is a plus
Responsibilities
- Meet with newly signed customers to guide them through onboarding and drive activation within the call whenever possible
- Deliver a high-quality onboarding experience that prioritizes speed, simplicity, and customer confidence
- Support customers across both AP and Spend & Expense with basic setup and initial platform configuration
- Help customers complete accounting software integrations and understand key setup requirements
- Educate customers on onboarding best practices, core workflows, and how to get started successfully
- Drive early product adoption by helping customers launch quickly and use the platform effectively
- Identify customer questions, risks, or blockers in real time and work quickly to keep onboarding moving
- Partner closely with Sales, Customer Success, Support, and other cross-functional teams to ensure a smooth customer experience
- Maintain accurate system documentation and clear notes throughout the onboarding process
- Reinforce a consistent, scalable onboarding motion that supports both customer outcomes and business growth
Benefits
- medical, dental, vision, life and disability insurance
- 401(k) retirement plan
- flexible spending & health savings account
- paid holidays
- paid time off
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
