Customer Onboarding Specialist

Riskcast Solutions, Inc.; Nashville (TN); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Riskcast Solutions, Inc. is seeking an Onboarding & Implementation Specialist to guide new customers from signed contracts through go-live, configuring the platform to fit their workflows and ensuring teams are trained and confident.

You will own the onboarding journey, run discovery sessions, coordinate system configuration and data imports, and collaborate with Product and CS to drive value quickly for customers in Nashville.

Qualifications

• 2+ years in SaaS onboarding or customer success.
• Strong organization and project management skills.
• Ability to communicate with both technical and non-technical stakeholders.
• Basic familiarity with APIs, integrations, and data imports.

Responsibilities

• Own the customer onboarding process from contract to go-live.
• Lead discovery sessions to understand business processes and team structure.
• Define system configuration, integration, and data import requirements.
• Configure the system, manage data imports, and troubleshoot early adoption issues.
• Build milestone-based onboarding plans to maximize time-to-first-value.
• Lead regular check-ins, maintaining momentum and managing expectations.
• Provide training for payroll and admin teams.
• Document customer-specific configurations and contribute to best practices.
• Share feedback with Product and CS leadership and ensure a smooth hand-off to Account Management.

Skills

Project management

Customer success

Clear communication

SaaS onboarding

Tools

Monday.com

Asana

HubSpot

HappyFox

Zendesk

Job description

Guide new Riskcast customers from signed contract through go-live — configuring the platform around their workflows and making sure their teams are trained, confident, and getting real value fast.

We're looking for an Onboarding & Implementation Specialist to join our Customer Success team and guide new customers through their first experience with Riskcast. In this role, you'll own the onboarding journey, working to understand each customer's business processes, configuring the system to fit their workflows, and ensuring their team is trained, supported, and confident in their use of the system.

You'll collaborate with internal teams and use your technical understanding, project management, and customer relationship-building skills to deliver a seamless onboarding experience that creates real value fast.

Responsibilities:

• Own the customer onboarding process from signed contract through go-live, establishing a high level of customer trust and confidence
• Lead discovery sessions to fully understand each customer's business processes, workflows, and team structure
• Define system configuration, integration, and custom export requirements
• Configure the system, manage data imports, and troubleshoot early-stage adoption issues, escalating to Engineering when needed
• Build and manage milestone-based onboarding plans that minimize time to first value for each customer
• Lead regular customer check-in calls throughout the onboarding process, maintaining momentum and proactively managing expectations
• Provide training and guidance for customer payroll and admin teams
• Document customer-specific configurations and contribute to internal best practice standards
• Share customer feedback and recurring friction points with Product and CS leadership
• Ensure seamless hand-off to Account Management with a thorough transition summary

Requirements:

• 2+ years of experience in SaaS onboarding, implementation, or customer success
• Strong organization and project management skills to run concurrent onboardings
• Demonstrated ability to manage client expectations, de-escalate frustrations, and keep projects on track
• Clear, proactive communication with both technical and non-technical stakeholders, ability to simplify complexity without losing accuracy
• Basic understanding of APIs, integrations, and data imports; you don't need to be an engineer, but you're not afraid of technical work
• Familiarity with project management, helpdesk, and CRM platforms (Monday.com, Asana, HubSpot, HappyFox, ZenDesk, etc.)

Nice to have:

• Experience with the construction industry, construction technology, or field operations software
• Understanding of the construction project lifecycle, payroll workflows, or workforce management processes
• Experience in training delivery or customer education