Customer Success - Onboarding Specialist

Customer Success - Onboarding Specialist

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Role Overview:

We are seeking a proactive Customer Success – Onboarding & Implementation Specialist to help our B2B SaaS customers achieve success from day one. In this role, you’ll own the post-sales onboarding journey — guiding customers through setup, integrations, and adoption — ensuring they realize value from our product quickly and sustainably. You’ll collaborate closely with Customer Success, Engineering, and Product teams to ensure a seamless onboarding experience that drives long-term engagement and retention.

About Clara AI

Clara is building the AI-native System of Action for trades businesses — HVAC, plumbing, fire safety, and beyond. These are multi-billion-dollar industries still running on phone calls, clipboards, and chaos. Clara sits on top of legacy CRMs and runs the business, answering calls, scheduling jobs, dispatching techs, and collecting payments. We’re already live with 200+ paying customers, growing fast, and backed by Tier-1 VCs and seasoned operators who’ve built category-defining companies.

Key Responsibilities

Customer Onboarding & Enablement

• Serve as the primary point of contact during onboarding, leading implementation projects from kickoff to successful adoption.
• Develop tailored onboarding plans aligned with customer goals, technical requirements, and timelines.
• Deliver training sessions, workshops, and resources to drive product adoption across customer teams.

Implementation & Technical Setup

• Configure product settings, user roles, and workflows to align with customer needs.
• Partner with relevant stakeholders to ensure smooth deployment and data migration where required.

Customer Success Alignment

• Ensure onboarding milestones are achieved and documented for a smooth transition to long-term Customer Success Managers.
• Track adoption metrics, health scores, and implementation KPIs to identify risks and opportunities early.
• Collect customer feedback and collaborate with Product and Engineering to improve features, usability, and onboarding processes.

Relationship Management

• Build trust with executive sponsors, project managers, and end-users by acting as a trusted advisor.
• Manage multiple concurrent onboarding projects while ensuring consistent, high-quality customer experiences.
• Establish strong foundations that drive renewals, expansion, and advocacy.

Qualifications & Skills

• 2–5 years of experience in Customer Success, Implementation, or Solutions/Onboarding roles within a B2B SaaS company.
• Strong project management skills, with proven ability to manage multiple customer onboarding projects simultaneously.
• Technical aptitude — comfortable with APIs, SaaS integrations (e.g., Salesforce, HubSpot, Slack, SSO, BI tools), and troubleshooting.
• Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Customer-first mindset with strong problem-solving skills and attention to detail.
• Familiarity with Customer Success and project management tools (e.g., Gainsight, Zendesk, Jira, Asana, or equivalent).

Why Clara

• Work directly with founders and leaders on a high-visibility growth function.
• Be part of a breakout AI startup with a clear category-defining opportunity.
• Ownership, speed, and meritocracy — your impact will be visible from day one.

What We Offer

• A customer-obsessed culture where you’ll have ownership of the onboarding journey.
• Opportunities for professional growth within a fast-scaling SaaS company.
• A collaborative team environment with cross-functional exposure.
• Competitive compensation, benefits, and flexible work options.