Customer Success Onboarding Specialist

This is a full-time, hourly, in-person position working Monday through Friday, approx 8:00 AM–5:00 PM.

The Customer Success Onboarding Specialist guides new customers through a high-quality onboarding experience, reinforces RPM’s value at every touchpoint, and helps customers feel supported, informed, and confident from day one.

This role is ideal for someone who is highly organized, relationship-driven, results-oriented, and energized by helping customers navigate something unfamiliar and complex. The Customer Success Onboarding Specialist serves as the connection between customers, Account Management, Remit, and the broader Customer Success organization to ensure every onboarding experience is smooth, accurate, and complete.

Success in this role requires strong ownership, proactive communication, sound judgment, and the ability to manage a high volume of moving parts without losing sight of the details that matter most.

You know you are succeeding when:

• Customers are proactively contacted by phone and email throughout the onboarding journey.
• No customer is left wondering who RPM is, what comes next, or the value RPM provides.
• Customers complete onboarding with a clear understanding of what to expect.
• Onboarding notes are accurate, complete, and consistently maintained.
• Weekly outbound call targets are consistently met.
• No new account goes more than one week without proactive outreach.
• Customers feel cared for, not just processed, and CSAT scores reflect the quality of each interaction.

• Customer Onboarding & Account Coordination
• Manage an average portfolio of 50+ active onboarding accounts simultaneously.
• Serve as the primary point of contact for new customers throughout onboarding.
• Maintain accurate account notes and documentation to support a clean handoff.
• Monitor account progress and resolve delays before they impact the customer experience.
• Ensure account setup is completed accurately, as onboarding data impacts the customer’s experience throughout their policy term.
• Customer Communication & Relationship Management
• Conduct 70+ outbound calls per week, with this target increasing in line with onboarding growth goals.
• Manage a high volume of inbound and outbound email communication.
• Prioritize outreach using sound judgment while respecting customer time.
• Educate customers on workers’ compensation and clearly communicate RPM’s value.
• Build early rapport and trust, setting the tone for a long‑term partnership.
• Proactively address concerns and remove friction so customers feel confident and supported.

• Support the broader Customer Success team by assisting with inbound and transferred calls.
• Maintain detailed onboarding notes so teammates can support customers without gaps in context.
• Attend department meetings and surface customer trends, risks, or feedback.
• Collaborate with Account Management and Remit to ensure clean, complete handoffs.
• Support shared team needs because a great customer experience is a team effort.
• Bring a continuous improvement mindset to the role by looking for ways to strengthen the onboarding experience, improve customer outcomes, and contribute more to the team.

• Thrives in a fast‑paced, high‑volume environment.
• Has strong project management instincts.
• Can organize a portfolio of accounts without losing important details.
• Can analyze and interpret payroll reports across varying formats.
• Moves fluidly between account setup, customer communication, documentation, and performance tracking.
• Is driven to exceed expectations, ask questions, grow, and improve.
• Takes initiative and looks for opportunities to level up without waiting to be told what to do next.

• Sound Judgment:
  Prioritizes independently in a fast‑paced, metric‑driven environment, knows when to act and when to hold back, and makes good decisions without being told what to do next.
• Sustained Performance:
  Brings a continuous improvement mindset, stays curious and growth‑oriented, and shows up with consistent performance week over week.
• Onboarding Coordination & Organization:
  Manages a high‑volume portfolio of customer…