Customer Onboarding & Implementation Coordinator

Principle; United Kingdom; Remote; GBP 41,000 - 51,000; Full time

Job summary

Principle is seeking a Customer Onboarding & Implementation Coordinator to drive onboarding and SaaS implementation for customers across the UK. The role is fully remote within the UK and starts at 30 hours per week, ramping to 40 hours as projects scale.

You will manage onboarding, run sessions and coordinate across internal teams and external stakeholders. Ideal candidates have at least 2 years in customer success or SaaS implementation, with strong English communication and experience

Qualifications

• Minimum 2 years' experience in customer success, SaaS implementation or project coordination.
• Experience working with external customers in SaaS/software.
• Experience coordinating onboarding/implementation deliverables.
• Comfortable troubleshooting SaaS products and explaining solutions.

Responsibilities

• Coordinate customer onboarding and SaaS implementation projects from kick-off to go-live.
• Be primary point of contact for assigned customers and ensure smooth onboarding.
• Lead onboarding sessions, product demos, training, and project meetings.
• Provide first-line product support and troubleshoot issues.
• Investigate customer-reported problems and document findings for resolution.
• Manage project timelines, actions, and stakeholder communications.
• Collaborate with internal teams to resolve escalations and maintain customer satisfaction.
• Use project management tools to track progress and deliverables.
• Analyze data and platform usage to identify adoption opportunities.
• Support customers across international markets, including the Middle East.

Skills

Customer success

SaaS implementation

Project coordination

Stakeholder management

English communication

Problem solving

Independent work

Tools

Jira

Asana

Trello

Monday.com

Notion

Job description

Customer Onboarding & Implementation Coordinator

• Contract: 12 months
• Salary: £46,000 per annum
• Location: Fully Remote – UK
• Working Hours: Initially 30 hours per week, increasing to 40 hours once ramped up

About the Opportunity

An exciting opportunity has arisen to join a leading global enterprise technology organisation, supporting the implementation and adoption of an innovative AI-powered learning platform.

We are seeking a proactive, customer-focused Customer Onboarding & Implementation Coordinator to support new customers throughout their implementation journey, from initial project kick-off and onboarding through to successful go-live.

This is an excellent opportunity for someone with experience in SaaS, customer success, project coordination or software implementation who enjoys working directly with customers, solving problems and taking ownership of projects.

You will join a collaborative customer engagement team, working closely with internal product specialists and external stakeholders to deliver an exceptional customer experience.

Key Responsibilities

• Coordinate customer onboarding and SaaS implementation projects from kick-off through to go-live.
• Act as a primary point of contact for assigned customers, ensuring a smooth onboarding experience.
• Lead customer onboarding sessions, product demonstrations, training sessions and project meetings.
• Provide first-line product support, troubleshooting technical and configuration issues.
• Investigate customer-reported problems, reproduce issues and document findings for resolution.
• Manage project timelines, actions, meeting agendas and stakeholder communications.
• Work with internal teams to resolve escalations and maintain customer satisfaction.
• Use project management tools to track progress, coordinate deliverables and provide updates.
• Analyse customer data and platform usage to identify trends and opportunities to improve adoption.
• Support customers across international markets, including the Middle East.
• Minimum 2 years' experience in customer success, SaaS implementation, project coordination, customer support or a similar customer-facing role.
• Previous experience working directly with external customers in a SaaS or software environment.
• Experience coordinating customer onboarding, implementation projects or customer-facing deliverables.
• Confidence troubleshooting SaaS products, investigating issues and explaining solutions to customers.
• Hands-on experience with project management tools such as Jira, Asana, Trello, Monday.com or Notion.
• Excellent written and verbal English communication skills, with strong stakeholder management capabilities.
• Comfortable using Slack, Microsoft Teams, Google Workspace and other remote collaboration tools.
• Ability to work independently, manage competing priorities and take ownership of customer outcomes.
• Basic data analysis skills using Excel, Google Sheets or reporting dashboards.
• Previous experience supporting customers in the Middle East.
• Arabic language skills. This is advantageous but not essential.
• Experience with Learning Management Systems (LMS), Learning Experience Platforms (LXP) or EdTech.
• Experience using AI tools to support customer workflows or improve operational efficiency.
• Availability to work Sunday to Thursday, with Friday and Saturday as rest days.

Why Apply?

• Join a globally recognised enterprise technology environment.
• Gain hands-on experience supporting an innovative AI-powered learning platform.
• Work remotely from anywhere within the UK.
• Develop your expertise in SaaS implementation, customer success and customer onboarding.
• Collaborate with international customers and experienced technology professionals.

Working Pattern:

The preferred schedule is Sunday to Thursday, aligned with customers in the Middle East. This is highly desirable but not essential.