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Onboarding Specialist at PeoplePath. Remote Location: Remote . Onboarding Specialist. Remote (US based) | Full-Time | $65,000–$90,000/year + Benefits. About the Company. Our client is a fast-growing SaaS company that helps businesses simplify and automate sales tax compliance. Their mission is to deliver an effortless and accurate solution that enables customers to stay compliant while focusing on growing their business. As part of the Customer Success organization, this role plays a key part in ensuring customers are set up for long-term success from day one.. Position Summary. The Onboarding Specialist is responsible for leading and executing the customer onboarding experience, ensuring new customers successfully implement and adopt the platform. This role partners closely with customers to guide them through implementation plans, deliver tailored training, and proactively address challenges to ensure a seamless onboarding journey. Success in this role directly contributes to maintaining an onboarding churn rate of 5% or less.. Key Responsibilities. Customer Onboarding & Implementation. Guide new customers through the full onboarding lifecycle, including account setup, platform integration, and initial training. Serve as the primary point of contact during onboarding, providing proactive communication and support. Partner with customers to define goals and success metrics for implementation. Conduct detailed product walkthroughs and share best practices to maximize value. Customer Support & Advocacy. Address customer questions, challenges, and escalations in a timely and professional manner. Collaborate cross-functionally with internal teams (e.g., Product, Engineering, Filing) to resolve technical issues and support customer setup. Act as a customer advocate by identifying pain points, surfacing feature requests, and recommending improvements to onboarding processes. Process Improvement. Partner with onboarding leadership to continuously evaluate and optimize workflows for scalability and efficiency. Document best practices and create onboarding materials to support a repeatable, scalable framework. Provide insights and feedback to improve customer experience and reduce time-to-value. Lead cross-functional initiatives to improve onboarding workflows. Drive adoption of automation and AI to streamline processes and improve efficiency. Support additional projects and initiatives as needed. Program Success & Reporting. Track onboarding progress and ensure completion of key milestones. Monitor onboarding metrics such as customer satisfaction, churn, and onboarding duration. Provide regular reporting and updates to onboarding leadership. Qualifications. Required:. 5+ years of experience in SaaS onboarding or implementation. 4+ years in customer-facing roles (onboarding, customer success, support, technical support, or project management). Proven ability to lead process improvement or automation initiatives. Strong project management skills with the ability to manage multiple implementations simultaneously. Exceptional written and verbal communication skills, with the ability to explain complex topics clearly. Customer-first mindset with strong problem-solving abilities. Experience working in fast-paced, high-growth environments. Familiarity with tools such as HubSpot, Slack, or similar platforms. Preferred:. Experience with tax compliance, accounting software, or SaaS integrations. Basic understanding of APIs and technical troubleshooting. Strong analytical skills and comfort tracking performance metrics. Experience with HubSpot and/or onboarding tools such as Arrows. What’s Offered. Competitive salary range of $65,000–$90,000 plus benefits. Health insurance, 401(k), and paid time off. Collaborative and supportive team environment. Opportunities for growth and professional development. Ability to make a meaningful impact at a growing SaaS company