Customer Success - Onboarding Specialist

Location: Kalyaninagar, Pune, MH (in-office)

Timings: 5.30 PM to 2.30 AM IST (US timezone)

Role: Customer Onboarding

Work Location:- Domain: B2B SaaS

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.

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).

What We Offer

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

📌 Customer Success - Onboarding Specialist (Pune)
🏢 Clara AI
📍 Pune