Customer Success

Raken, Inc.; Carlsbad (CA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision with generous employer contribution

Generous PTO

401k + Match

Free on-site gym

Excellent company culture

Job summary

Raken, Inc. is seeking an Onboarding & Training Specialist to manage the onboarding process for clients utilizing their construction industry platform. This hybrid position requires a blend of technical expertise and client communication skills, ensuring successful adoption of Raken's platform.

The right candidate will have experience in SaaS onboarding with strong problem-solving skills and the ability to build relationships with clients.

Qualifications

• 2-4 years in SaaS onboarding, implementation or customer facing roles.
• Strong written and verbal communication skills.
• Highly organized and able to manage multiple onboarding projects simultaneously.

Responsibilities

• Manage the end-to-end onboarding process for Raken customers.
• Deliver tailored training sessions to help clients configure Raken.
• Identify at-risk clients early and deliver solutions to mitigate churn risks.

Skills

SaaS onboarding

Excel macros

Communication skills

Presentation skills

Organization

Job description

Raken is a cloud‑based, mobile, collaboration platform for the construction industry — we empower the people who build the world! Our goal is to transform the way the world builds by introducing technology to a 7,000 year old industry. To achieve this, we aim to attract unique, passionate people to the cause. We believe that faster, better reporting will improve the working lives of nearly 10% of the US labor force—the percentage of people currently working in construction. Helping turn the worst part of their day into the easiest (and fastest) is why we do what we do! We work with Commercial, Residential, and Specialty Contractors of all shapes and sizes; including many of the largest construction companies in the world.

Onboarding & Training Specialist to join our startup that has the #1 app in one of the largest industries in the world.

Onboarding & Training Specialists at Raken are pivotal to the long term success of our clients, leading them through the most critical phase of the customer journey. You will partner with construction companies to ensure that they successfully learn and adopt Raken throughout their business, driving measurable results and setting the foundation for long term success.

This role requires a strong blend of technical proficiency and client facing communication skills. You will serve as a trusted partner to our clients, helping them quickly unlock the full value of our platform. This role will work with clients of varied technical backgrounds, requiring excellent problem solving and relationship building skills.

This is a hybrid role, we are seeking candidates near Carlsbad, CA who have the ability to come into the office 1-2x per week.

This is a non‑exempt position.

Why Join Raken?

• Raken is a fast‑growing SaaS company based in Carlsbad, California, serving thousands of customers worldwide.
• We have received numerous awards, including recognition on Forbes’ America’s Best Startup Employers, the Inc. 5000 List of Fastest Growing U.S. Companies, and Top Workplaces in California.
• We have continued to be recognized as a proud winner of the Best and Brightest Companies to Work For awards in both Southern California and the Nation since 2021.
• Raken is consistently rated a High Performer for construction management solutions on leading review platforms such as G2, Capterra, and Software Advice, and we are recognized by G2 year after year.
• Our culture is a top priority. We have a hardworking team that strives to make a meaningful impact and enjoys having fun along the way.
• Our core values guide everything we do: Take Ownership, Keep Evolving, Stay Balanced, Elevate Others, and Let’s Go!

Role Responsibilities

• Manage the end‑to‑end onboarding process for Raken customers, from kick‑off call to full adoption
• Deliver tailored training sessions to help clients configure and implement Raken based on their unique business needs
• Be a technical resource, helping customers connect third party integrations and maximize their reporting capabilities with Raken
• Guide customers to quick wins that showcase the platform’s value and increase adoption
• Be proactive and ensure customers establish strong usage habits over their first 90 days with Raken, driving retention and satisfaction
• Partner with Raken’s Account Management team to deliver ongoing training sessions to clients who have recently purchased new products or added new team members
• Identify at‑risk clients early and deliver solutions to mitigate churn risks
• Be your customer’s champion, collaborating with Sales, Product and Customer Success teams to share feedback and ensure customer needs are heard

Requirements

Skills, Qualifications and Attributes

• 2-4 years in SaaS onboarding, implementation or customer facing roles
• Demonstrated experience developing Excel macro files to streamline repetitive tasks
• Strong written and verbal communication skills, comfortable making proactive phone calls and leading client facing meetings
• Strong presentation and training skills, as well as ability to master technical workflows
• Highly organized and able to manage multiple onboarding projects simultaneously
• A strong desire to execute, drive impact and deliver measurable results
• Have a positive attitude, be a self starter and above all, a great teammate

Ideal Qualifications

• Spanish fluency is a bonus

Benefits

• Medical, dental and vision with generous employer contribution
• HSA/FSA
• Life/LTD
• Generous PTO
• 12 Paid Holidays
• 401k + Match
• Continuing education
• Free on‑site gym
• Monthly Social Events
• Excellent company culture
• Modern office with Ocean view and amenities

Diversity and Inclusion

We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self‑expression, and talent that our employees invest in their work represents not only part of our culture but is a key contributor to our success. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Want to learn more about us?

Visit: http://www.rakenapp.com