Senior Customer Onboarding Specialist

Summary

Join EvenUp, a rapidly growing generative AI startup, as a Senior Customer Onboarding Specialist. You will manage the post-sale onboarding process for new customers, ensuring quick adoption of our platform. Lead onboarding sessions, collaborate with various teams, and work directly with key decision-makers. Maximize trial utilization and enhance customer retention. This role demands a proactive, customer-centric approach, excellent communication, and SaaS onboarding expertise, with up to 50% travel required. You will develop and deliver training, ensuring all users are active on the platform. You will also collaborate with cross-functional teams, track key metrics, and mentor junior team members. Finally, you will engage with key decision-makers to establish success metrics and gather feedback for continuous improvement.

Requirements

• 5+ years of experience in customer onboarding, implementation, or success roles, preferably within the SaaS or legaltech industries
• Demonstrated ability to manage end-to-end onboarding processes for enterprise clients and high-value accounts
• Excellent verbal and written communication skills with the ability to present complex technical solutions to non-technical stakeholders
• Strong project management, organizational, and problem-solving abilities
• Proven track record of driving customer adoption and achieving high trial-to-subscription conversion
• High technical aptitude with a strong understanding of SaaS platforms and relevant legaltech applications
• Ability to work collaboratively in a fast-paced, cross-functional environment with a customer-first mindset
• Willingness to travel up to 50% as required for onsite customer engagements and training sessions

Responsibilities

• Lead comprehensive onboarding sessions for new customers, including trial kickoff calls, live demos, and tailored training sessions covering EvenUp’s suite of products
• Facilitate the smooth handoff from Sales to Customer Success by ensuring all critical customer information is accurately collected and documented
• Implement a structured onboarding process for your clients, ensuring that key milestones are met (e.g., trial kickoff call, product feedback meetings, account reviews, and transition calls)
• Develop and deliver high-impact onboarding and training sessions to equip customers with the skills necessary to use EvenUp’s platform effectively
• Lead product demonstrations covering key features of EvenUp’s Claims Intelligence Platform
• Ensure all potential users are active in the EvenUp portal and support continuous learning through follow-up sessions and best-practice sharing
• Collaborate closely with Account Executives (AEs), Customer Success Managers (CSM), Product, Legal/Medical Operations, and Engineering teams to ensure customer requirements and feedback are promptly addressed
• Act as the primary point of contact during the onboarding trial period, tracking key metrics (e.g., user engagement, demand submissions, software utilization) via platforms like Vitally and escalating issues when necessary
• Mentor and support junior onboarding team members while refining onboarding strategies to achieve higher trial conversion rates
• Engage with key decision-makers and firm champions to establish strategic success metrics and ensure alignment on implementation milestones
• Lead high-level review sessions (e.g., account strategy sessions and transition meetings) to discuss trial performance, identify upsell or cross-sell opportunities, and gather actionable feedback
• Advocate for continuous customer improvement by initiating meetings with customers to troubleshoot problems, optimize workflows, and set clear next steps toward long-term success

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off
• 10 US observed holidays, and Canadian statutory holidays by province
• A home office stipend
• 401(k) for US-based employees
• Paid parental leave
• Sabbatical program
• A meet-up program to get together in person with colleagues in your area
• Offices in San Francisco, Los Angeles, and Toronto