Senior Onboarding Specialist

Senior Onboarding Specialist – Customer Success

We are adding a Senior Onboarding Specialist to our Customer Success team. The role involves ownership of complex, high‑value client onboarding engagements, mentoring junior team members, refining the onboarding experience, and acting as a strategic advisor to RPAG’s most important clients.

This position may work from our Las Vegas, NV office. Great Gray supports a hybrid model: 4 days onsite and 1 day remote. Working hours are 7:30 AM PT – 4:30 PM PT, Monday–Friday. Visa sponsorship is not available; applicants must be authorized to work in the U.S. without sponsorship.

• Own the end‑to‑end onboarding experience for complex, high‑priority, or enterprise‑level advisor clients.
• Design, deliver, and continuously refine structured onboarding programs, training curricula, and client‑facing resources.
• Act as a senior platform subject‑matter expert, providing guidance on RPAG features, workflows, and best practices.
• Develop a deep understanding of each client’s business model and goals, tailoring the onboarding experience to drive adoption.
• Monitor and analyze client adoption data; proactively identify risk and develop mitigation strategies.
• Mentor and support junior Onboarding Specialists, providing coaching on best practices.
• Lead the development and maintenance of onboarding playbooks, scalable training materials, and knowledge‑base content.
• Collaborate cross‑functionally with Sales, Product, Marketing, and Customer Support to align on client messaging and improve experience.
• Represent the onboarding team in product roadmap discussions, contributing the client perspective to feature prioritization.
• Maintain accurate records of client engagement and onboarding progress in Salesforce.
• Travel to client sites, company events, and industry conferences (≈ 4–6 weeks per year).
• Complete other related duties as assigned.

• Bachelor’s degree and 5+ years of experience in client onboarding, customer success, training, or a related client‑facing discipline, preferably in financial services, fintech, or SaaS.
• Demonstrated track record of managing complex, high‑value client relationships with measurable adoption outcomes.
• Experience with adult learning principles, instructional design, or formal training program development.
• Strong familiarity with the retirement planning or wealth‑management industry (preferred).
• Exceptional presentation, facilitation, and communication skills, able to engage audiences ranging from end users to C‑suite stakeholders.
• Experience working cross‑functionally and influencing without direct authority.
• Proficient in Salesforce or comparable CRM; experience with LMS or digital training platforms is a plus.
• Strong analytical mindset to interpret adoption data and translate insights into action.
• Experience mentoring or informally leading peers; prior team‑lead or senior individual‑contributor experience preferred.
• Ability to thrive in a fast‑paced, dynamic environment and manage multiple priorities effectively.
• Comfortable navigating ambiguity and bringing best‑practice ideas to the team.
• Alignment with core values:
  Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.

• Competitive compensation package.
• Group medical, dental, and vision insurance.
• Employer‑paid life and disability insurance.
• Annual well‑being stipend.
• Eligibility to contribute to a 401(k) plan with a favorable employer contribution model.

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or other non‑merit factors.

Great Gray is committed to ensuring individuals with disabilities and/or special needs participate in the workforce. If you need assistance completing the application or interview process, or request an accommodation, please contact Ta