Fully Remote Onboarding Specialist and Customer Success

We are looking for an Onboarding Specialist for a SaaS company serving the eyecare industry. You will be responsible for helping new clients successfully adopt the platform, guiding them through implementation, training, setup, and early account support.

This role sits at the intersection of onboarding, client success, and account support. The ideal candidate is highly organized, confident with client communication, comfortable working inside Hub Spot, and brings a strong, positive, solution-oriented presence to every client interaction.

This is a great fit for someone who enjoys helping customers feel supported, understands how to manage multiple accounts at once, and can turn a new client’s early experience into a smooth, professional, and confidence-building process.

• Lead new clients through the onboarding process from kickoff through successful platform adoption.
• Serve as a primary point of contact for clients during implementation and early-stage account support.
• Coordinate onboarding timelines, client requirements, training sessions, follow-ups, and internal handoffs.
• Help clients understand how to use the SaaS platform effectively in the context of their eyecare practice or business.
• Provide clear, friendly, and professional communication that keeps clients informed and engaged.
• Track client onboarding progress, tasks, notes, and follow-ups in Hub Spot.
• Maintain accurate CRM records, including client status, activity history, onboarding milestones, and next steps.
• Identify client questions, concerns, or blockers early and work with internal teams to resolve them.
• Support client success efforts after onboarding, including check-ins, account support, usage follow-up, and relationship management.
• Help create or improve onboarding materials, client guides, SOPs, email templates, and training resources.
• Collaborate with sales, support, product, and leadership teams to ensure a smooth client experience.
• Escalate technical issues, client risks, or account concerns when appropriate.
• Help ensure clients feel confident, supported, and set up for long-term success.

• Experience in SaaS onboarding, customer success, implementation, account management, or client support.
• Hands-on experience using Hub Spot, including contact records, deal or account tracking, tasks, notes, and pipeline or workflow visibility.
• Strong client communication skills, including written, verbal, and video call communication.
• Ability to manage multiple client accounts and onboarding timelines at once.
• Strong organizational skills and attention to detail.
• Comfortable learning and explaining software platforms.
• Ability to translate client needs into clear next steps.
• Positive, professional, and solution-oriented attitude.
• Strong follow-up habits and ability to keep clients moving through a process.
• Comfortable working with internal teams to resolve client issues or questions.

As a successful Onboarding Specialist, you will help clients feel confident, informed, and supported from the beginning of their relationship with the company. You will keep onboarding organized, maintain clean Hub Spot records, reduce client confusion, and help accounts transition smoothly from implementation into long-term success.

Success in this role will be measured by:

• Timely completion of onboarding milestones.
• Clear and accurate Hub Spot documentation.
• Strong client engagement and follow-up.
• Smooth handoff from sales to onboarding to ongoing support.
• Early identification and resolution of client issues.