Customer Onboarding and Success Specialist

We 're hiring Customer Onboarding and Success Specialist at Zonka Technologies!!

Role Summary

As a Customer Onboarding and Success Specialist, you'll be the voice and guide for Zonka Feedback's customers. The role is all about delivering a smooth, supportive, and value-driven experience - from onboarding to ongoing engagement by guiding them through account setup, product training, and feature adoption while providing timely support and proactive check-ins to ensure they gain maximum value from our AI-powered customer experience and feedback platform.

Youll manage a portfolio of US-based customers, taking ownership of their success by tracking progress, resolving issues, and maintaining regular touchpoints to drive adoption and satisfaction. 

This is a night-shift role (6 PM – 3 AM IST) aligned with our US customer base.

Job Role

Customer Onboarding:

• Lead and manage end-to-end onboarding journey for new customers, including account setup, product training, and implementation
• Conduct product walkthroughs and tailored training sessions to ensure effective adoption and understanding
• Guide customers in creating surveys, setting up distribution channels, and integrating with CRMs or third-party tools
• Ensure timely onboarding completion and customer satisfaction through structured onboarding journeys
• Promptly respond to product-related inquiries from new customers via Intercom or other support channels and schedule calls with Sales team

Customer Support:

• Serve as the primary point of contact for all product-related queries via chat, email, or phone
• Deliver fast, clear, and effective resolutions to technical issues, ensuring a smooth customer experience
• Collaborate with product and engineering team to report bugs, escalate technical issues, and follow up on feature requests

Customer Success Management:

• Conduct regular check-ins with existing customers to assess satisfaction, ensure ongoing engagement and adoptio
• Monitor account health and usage metrics to identify and report at-risk accounts

Qualifications

• 1 to 2 years of experience in customer onboarding, success or support role in a SaaS/product environment
• Willingness to work night shifts (6 PM – 3 AM US time)
• Excellent written and spoken communication skills
• Strong product understanding and technical aptitude
• Customer-first attitude with empathy and problem-solving skills
• Ability to work independently, manage multiple onboarding journeys, and collaborate across teams
• Familiarity with tools like Intercom, Freshdesk, HubSpot, or similar platforms is a plusW