Small Business Onboarding Specialist

Position Overview

You will be the primary guide for subscribers during their crucial first 90 days, ensuring a smooth onboarding journey and maximum satisfaction with our product. By conducting live product demonstrations and actively listening to customer pain points, you will provide tailored solutions and recommendations that help small businesses become more efficient.

You will also serve as a consultant, identifying opportunities for upselling and cross-selling relevant apps in alignment with business goals, while documenting interactions and collaborating with internal teams to refine our product offering.

Working as part of a global Customer Success Management organisation — with a close-knit, locally based team in Denver that connects regularly through social gatherings and performance celebrations — you will help shape the customer experience.

Location: Denver, Colorado

Key Responsibilities

• Onboard five to eight small business owners daily to maximize retention and ensure the product becomes an integral part of their workflow.
• Utilize Salesforce and Google Meet to manage interactions, track opportunities, and deliver engaging live product demonstrations.
• Operate in a high-test environment over the next six months to re-imagine and improve the onboarding experience.
• Collaborate with product, customer experience, and marketing teams to provide feedback that enhances our understanding of customer pros and cons.

Required Qualifications

• Background in sales or customer onboarding, preferably in a targeted or quota-driven environment.
• Proven confidence in running live product demonstrations via video conferencing tools.
• Consultative mindset with the ability to identify upsell opportunities while providing genuine, advisory support.
• Working proficiency with CRM systems such as Salesforce or HubSpot to effectively log interactions and manage workload.
• Exceptional communication skills and the ability to explain complex concepts simply to users with varying technical expertise.
• Strong customer empathy and active listening skills to uncover true customer needs.