Customer Onboarding Specialist

The Onboarding Specialist

The Onboarding Specialist will own the customer onboarding pipeline in the U.S., working closely with Account Executives (AEs), the VP of Sales, and our international-based technical onboarding team. You will be responsible for ensuring every new Bounce customer is successfully onboarded — from data migration and account setup to customer training and actually using the system — with speed and efficiency.

This role sits in-office with the Denver sales team to provide visibility, accountability, and proactive support, while acting as the liaison with our international onboarding team for technical execution.

Responsibilities

• Own the Onboarding Pipeline: Track and manage all new customer onboarding projects in the U.S.
• In-Office Support: Work directly with AEs to collect required documents, data, and information from customers to avoid delays.
• Liaison Role: Coordinate with the international onboarding team for technical tasks (data migration, instance setup, integrations).
• Customer Communication: Provide U.S. customers with clear timelines, expectations, and updates during onboarding.
• Process Improvement: Identify and fix bottlenecks in the onboarding process to reduce time-to-live.
• Cross-Functional Alignment: Keep Sales, VP of Sales, and Customer Success aligned on onboarding progress and challenges.
• Metrics Ownership: Track onboarding KPIs (e.g., time-to-launch, customer satisfaction, completion rate) and report regularly.

Qualifications

• 3–5 years experience in customer onboarding, implementation, or project management (preferably SaaS).
• Excellent communication and organizational skills.
• Strong ability to manage multiple onboarding projects simultaneously.
• Comfortable working across time zones (coordination with international teams).
• Detail-oriented and proactive — able to chase down missing information from AEs and customers.
• Strong project management mindset; able to create order and accountability in a fast-paced environment.
• Must be based in Denver, Colorado and available for in-office work.

Nice to Have

• Experience in EdTech or SaaS platforms.
• Familiarity with data migration and SaaS instance setup.
• Background in working with global/outsourced teams.
• Salesforce or HubSpot CRM experience.

What We Offer

• Competitive salary and benefits.
• The chance to be the first U.S.-based Onboarding Manager, shaping how Bounce scales its customer success function in North America.
• Mission-driven work, helping schools and educators deliver better experiences for children and families.

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Internet Marketplace Platforms