Customer Onboarding Associate

About Ply

Ply builds software that helps home service contractors run better businesses --- starting with inventory management. We serve trades like HVAC, plumbing, and electrical, helping contractors get control of their materials, reduce waste, and increase profitability.

As a Customer Onboarding Associate, you’ll own the customer journey from the moment a deal closes through the first months on the platform. You’ll run kickoff calls, lead structured check‑in sessions, support onsite implementations, and ensure every customer leaves onboarding confident and set up for long‑term success.

You’ll work closely with Sales, Customer Success, and Implementation teams — with direct visibility into how customers experience and adopt the product. This is a high‑ownership role for someone who wants to build a career in customer success, implementation, or operations.

• Customer onboarding: Guide new customers from kickoff to completion, leading a kickoff call and three structured check‑in calls to support setup and adoption.
• Configuration & training: Help customers configure Ply to match their workflows, train their teams on key features, and ensure they understand best practices.
• Onsite implementation: Support customers through onsite implementations when purchased as part of their package — working directly on‑location to drive adoption.
• Handoff coordination: Manage smooth transitions from Sales to Onboarding, and from Onboarding to Customer Success, with clear documentation at every step.
• Customer education: Identify gaps in understanding and proactively provide guidance on features, integrations, and workflows.
• Operational excellence: Track onboarding milestones, maintain accurate records in our CRM, and surface recurring friction points to Product and Customer Success teams.

• Bachelor’s degree or equivalent experience
• Strong interest in customer‑facing roles — Customer Success, Implementation, or Consulting
• Clear communicator who’s comfortable leading meetings and presenting to customers
• Highly organized, with the ability to manage multiple onboarding timelines simultaneously
• Proactive, curious, and eager to learn new technology
• A collaborative, customer‑first attitude and strong follow‑through

• Internship or work experience in SaaS, customer success, consulting, or project management
• Experience presenting or training groups
• Familiarity with CRM or project management tools

Working at Ply means joining a close‑knit team tackling real, overlooked problems in the trades industry. You’ll have the ability to wear many hats, move quickly, and make an immediate impact on the customers you serve.

You’ll grow alongside the company with equity participation, flexible time off, a WFH stipend, and a computer and monitor provided.

Location: Raleigh‑Durham, NC or New York, NY (hybrid)

Compensation: $70,000–$90,000 base + commission + equity (salary varies by location)

Ply is proud to be an equal‑opportunity employer committed to fostering a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other basis protected by law.