Senior Onboarding Specialist

Summary

Join Fullstory's Onboarding team as a Senior Onboarding Specialist, serving as the primary point of contact for high-value customers. You will act as both a strategic advisor and platform expert, ensuring their Fullstory journey aligns with their business objectives. Master Fullstory's platform and associated products to deliver strategic guidance and technical training, primarily to Enterprise-level customers. Implement standardized yet customizable onboarding packages to accelerate adoption, build advocacy, and secure long-term retention. Success will be measured by increased product awareness, established best practices, and strategic recommendations driving measurable business value. This role can be performed remotely anywhere in the United States.

Requirements

• 4+ years of experience in customer success management or related field, including onboarding customers in a highly technical SaaS environment
• Demonstrated experience teaching and training highly technical SaaS products to Enterprise customers with an ARR above $250K
• Proven track record of documenting and proactively communicating goals and successful outcomes of onboarding engagements to both customers and internal cross-functional stakeholders
• Successfully led and project managed multiple enterprise onboarding projects, with a track record of anticipating customer needs and mitigating potential roadblocks

Responsibilities

• Deliver structured, time-bound onboarding engagements to strategic customers, ensuring successful adoption of the Fullstory platform through both virtual and in-person sessions
• Build deep relationships with new customers to align Fullstory’s capabilities with their specific business initiatives, driving measurable value and adoption
• Ensure customers maximize ROI from Fullstory by providing expert guidance on platform features, APIs, and products that directly impact business outcomes
• Leverage AI tools to analyze customer usage patterns, generate personalized adoption roadmaps, and automate follow-up processes to scale your impact across the customer portfolio
• Inspire customers to achieve long-term success with Fullstory by making strategic recommendations, tactical suggestions, and highlighting best practices in the industry
• Proactively identify retention risks through data analysis and implement targeted intervention strategies to remove roadblocks and ensure customer success

Preferred Qualifications

PMP certification or similar project management credentials

Benefits

• Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter
• Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
• Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy
• Productivity support. We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up
• Team Collaboration. Connect with fellow Fullstorians in real life through team off-sites, a lively ATL home office, and annual full-company meet-up
• Paid parental leave. Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances
• Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family
• Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most
• Miscarriage/Pregnancy loss leave. Whether it is for a Fullstorian or their partner – take the time you need