Senior Customer Onboarding Specialist

RunLoyal: Pet Software; Coimbatore District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

RunLoyal is seeking a Senior Customer Onboarding Specialist to lead onboarding for new customers on the RunLoyal platform. This senior role owns the customer relationship after the sales handoff, gathering requirements and translating them into a fully configured portal.

You will work with Development, Infrastructure, QA, and Support to ensure successful setup, while mentoring junior teammates and supporting Customer Success operations. Experience with data migration and QA checks is a plus.

Qualifications

• Experience in solution consulting, implementation, onboarding, or a customer-facing SaaS role.
• Ability to translate business needs into technical configurations.
• Strong attention to detail with a QA mindset to catch errors early.
• Proficiency with MS Excel or Google Sheets for data mapping.
• Excellent written and verbal communication with senior stakeholders.

Responsibilities

• Lead onboarding of new customers onto the RunLoyal platform.
• Evaluate customers against ICP to confirm fit.
• Gather and document business requirements via calls and sessions.
• Translate requirements into portal build plans and configuration workbooks.
• Build and configure customer portals including services, pricing, roles, and workflows.
• Lead data migration, including cleaning, transformation, and CSV imports.
• Validate portal configurations and perform pre-go-live QA.
• Mentor junior onboarding team members.
• Support Customer Success operations, including pipeline tracking.
• Coordinate with Development, Infrastructure, QA, and Support to resolve issues.
• Maintain onboarding documentation and templates.
• Own complex, multi-location onboarding engagements.

Skills

Requirements gathering

QA mindset

Excel/Sheets

Communication

Organizational skills

SaaS experience

Education

Bachelor's degree or equivalent

Tools

HubSpot

Intercom

Asana

Notion

Job description

Work Shift: US working hours - Mandatory

Job Description

RunLoyal is looking for an experienced and customer-focused Senior Customer Onboarding Specialist to lead the onboarding of new customers onto the RunLoyal platform. This is a senior, high-autonomy role responsible for owning the customer relationship after the sales handoff - evaluating fit against RunLoyal's Ideal Customer Profile (ICP), gathering business requirements, and translating them into a fully configured, validated portal. You will work closely with Development, Infrastructure, QA, and Support teams to ensure customers are set up correctly, while also mentoring junior onboarding team members and supporting Customer Success operations.

Key Responsibilities

• Serve as the primary point of contact for customers immediately after sales handoff through onboarding completion.
• Evaluate incoming customers against RunLoyal's Ideal Customer Profile (ICP) to confirm platform fit.
• Gather and document detailed business requirements through customer calls, discovery sessions, and follow-ups.
• Assess whether RunLoyal's platform can meet each customer's specific business needs, flagging gaps or limitations early.
• Translate requirements into a portal build plan and configuration workbook.
• Build and configure customer portals - services, pricing, staff roles, and booking workflows - based on documented requirements.
• Lead data migration efforts, including data cleaning, transformation, and CSV-based imports, for a smooth transition onto the platform.
• Validate completed portal configurations against requirements and run pre-go-live quality checks to catch errors before customers encounter them.
• Perform data sanity checks and spot-check migration outputs for accuracy before customer handoff.
• Own the most complex, high-value, or multi-location onboarding engagements end-to-end.
• Serve as an escalation point for onboarding-related fit, scoping, or configuration issues.
• Mentor and review the work of junior onboarding team members.
• Support Customer Success operations, including pipeline tracking, reporting, and post-go-live handoffs.
• Coordinate with Development, Infrastructure, QA, and Support teams to resolve onboarding-related issues.
• Maintain and improve onboarding documentation, templates, and internal processes.

Required Skills & Qualifications

• 3-4 years of experience in solution consulting, implementation, onboarding, or a customer-facing technical role (SaaS experience preferred).
• Strong requirements-gathering and discovery skills, with the ability to translate business needs into technical configuration.
• Sound, independent judgment on customer/ICP fit, with the ability to make and defend go/no-go calls with minimal oversight.
• Strong attention to detail with a QA mindset - able to catch configuration and data errors before they reach the customer.
• Proficiency in MS Excel / Google Sheets for configuration workbooks and data mapping.
• Excellent written and verbal communication skills, including with senior stakeholders.
• Strong organizational skills with the ability to manage multiple, high-complexity onboardings concurrently.

Preferred Qualifications

• Prior experience mentoring or reviewing the work of junior team members.
• Familiarity with the pet care services industry or other service-based SMBs.
• Familiarity with CRM or project management tools such as HubSpot, Intercom, Asana, or Notion.
• Experience working in a SaaS startup or scale-up environment.

Education

• Bachelor's degree in Engineering, Business, IT, or a related field.