Senior Customer Onboarding Specialist

The Senior Customer Onboarding Specialist (Senior COS) is an autonomous experienced consultant responsible for the accelerated implementation of Hub Spot solutions for complex multi‑stakeholder customers across diverse industries. The role translates high‑level business goals into measurable onboarding objectives, designs scalable multi‑Hub solutions, and independently manages complex timelines to ensure rapid time‑to‑value and sustained product adoption.

• Independently manage a portfolio of complex implementations with competing priorities, re‑planning as needed to ensure successful and timely delivery.
• Connect delivery activities to tangible business impact (e.g., TTV reduction, adoption KPIs, ROI proxies).
• Oversee product setup, training, and initial campaign execution for customers focusing on accelerating time‑to‑value.
• Own smooth handoff to post‑onboarding success teams with clear outcomes and documented risks.
• Design scalable multi‑Hub solutions aligned to complex business processes and data models.
• Advise customers on technical elements including integrations and APIs; integrate apps/tools within the Hub Spot ecosystem managing permissions and governance.
• Serve as a go‑to resource on specific Hub expertise, troubleshooting and optimizing configurations to improve target outcomes (e.g., activation).
• Guide customers through product configurations, solution integrations and reporting to promote user adoption and expansion into new features and functionality.
• Adapt and lead discovery sessions for complex or multi‑stakeholder contexts, including regional or language nuances, to define the implementation roadmap.
• Facilitate cross‑functional collaboration with Sales, Success, Implementation and Product teams to ensure a seamless customer experience.
• Tailor messaging for executive, technical, and regional audiences; resolve conflicts constructively and manage escalations to resolution.
• Identify process gaps within customer onboarding; propose and pilot improvements with measurable gains.
• Proactively utilize AI solutions and other internal resources to address customer issues and grow individual knowledge independently.
• Translate customer goals into measurable onboarding/consulting objectives tied to activation or adoption KPIs.
• Provide consultative value positioning with existing customers leading to net‑new sales opportunities for Services and Product.

• 3–5 years of experience consulting customers through implementation and/or ongoing usage of SaaS platform technologies.
• Proven ability to manage multiple complex implementations and/or service deliveries simultaneously.
• Expert‑level knowledge of at least one core Hub Spot Hub (Marketing, Sales, Service, or Operations) and working knowledge across the others.
• Demonstrated ability to advise on technical elements (integrations, APIs) and strategic aspects of customer growth.
• Strong communication and presentation skills with proven ability to tailor messaging for different audiences (technical executive).

Annual Cash Compensation Range: $92,000 – $138,000 USD

We are an equal opportunity employer. Massachusetts applicants: it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Germany applicants: (m/f/d). India applicants: (link to Hub Spot India’s equal opportunity policy).

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