Onboarding Analyst, Customer Success

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Take ownership of onboarding requirements and ensure all tasks are completed.

• Collaborate with internal teams, holding them accountable for on-time deliverables.

• Request, organize, validate, and prepare onboarding documentation.

• Manage multiple simultaneous onboardings, highlighting any outstanding, stalled, or at-risk items.

• Identify risks early to the manager and suggest potential solutions.

• Act as a liaison among department stakeholders to ensure project cohesion.

• Assist with customer-facing communications and develop into direct account management.

• Provide clear written communication via email and asynchronous updates.

• Recognize onboarding challenges and recommend enhancements to processes.

• Oversee several concurrent onboardings and customer-related projects.

⛳️ Requirements

• Minimum of 2 years' experience in a SaaS environment.

• At least 2 years in Operations, Support, Project Coordination, Analytics, or a related field, with a proven track record of tracking and driving measurable improvements.

• Ability to coordinate multiple concurrent workstreams and manage dependencies effectively.

• Driven by process and structure, with a methodical approach to tracking dependencies.

• Eager to learn new tools and processes with a curious mindset.

• Exceptionally organized and possess excellent written communication skills.

• Open to coaching and possesses self-awareness.

• Proactive and self-driven.

• High aptitude for learning new technologies and a willingness to do so continuously.

• Adaptable to changing processes, demonstrating strong personal initiative to execute tasks.

• Comfortable working with US and EMEA time zones.

• Willing to travel for mandatory quarterly business reviews four times a year, with additional travel as necessary.

• Background or familiarity with commercial construction, engineering, and/or design is advantageous.

• Experience in supporting SaaS implementations or customer onboarding.

• Knowledge of project coordination, CRM, or customer success tools.

• Familiarity with Planhat or similar Customer Success Platforms is a plus.

🏝️ Benefits

• Competitive Base Salary + Equity Package.

• Remote-first culture (for most positions).

• Comprehensive Health Insurance (Medical, Dental, Vision).

• Home Office Stipend.

• Monthly allowance for cell phone and internet expenses.

• Flexible PTO policy and a generous company holiday schedule.