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customer success salesforce onboarding gainsight sms📋 Description
- Lead a team of five Onboarding Specialists; coach and develop performance.
- Define and optimize a structured onboarding experience to drive early value.
- Partner with Product, Support, Marketing, and GTM Enablement to embed updates.
- Oversee daily workflows: Onboarding Queue, provisioning/handover CTAs, HIPAA + SMS checks.
- Drive initiatives like Automated Provisioning and CSM Handover Updates.
🎯 Requirements
- 5+ years in Customer Success, Technical Services, Onboarding in SaaS or B2B.
- Experience coaching specialists and driving KPIs such as Time to Value, Onboarding Score, CSat.
- Proven ability to manage complex daily workflows (provisioning, enablement checks such as HIPAA/SMS, high-volume queues).
- Cross-functional partnership with Product, Support, or GTM Enablement to integrate features into education materials.
- Track record of driving strategic initiatives that scale the customer experience (automation, system improvements, handbooks).
- Required technical skill: proficiency with CS platforms (Gainsight, Salesforce).
- Managerial experience desired but not required.
🎁 Benefits
- Competitive medical, dental, and vision insurance
- Life and disability insurance
- 401(k) retirement plan
- Flexible spending account and Health Savings Account
- Paid holidays and paid time off
- Employee assistance program and other benefits
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