Onboarding Specialist

Loop AI; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology company is looking for an Onboarding Specialist in New York to facilitate the onboarding of SMB customers. The successful candidate will manage the onboarding process, ensuring customers are set up efficiently and effectively using the product. You will guide customers through setup, monitor risks, and contribute to documentation. Ideal candidates will have experience in customer success roles and possess strong organizational skills in a dynamic environment.

Qualifications

• 1-3 years of experience in onboarding, customer success, or support at a SaaS company.
• Strong organizational and time-management skills for managing multiple customers.
• Ability to communicate product concepts in a simple way.

Responsibilities

• Own SMB customer onboarding from kickoff to go-live.
• Guide customers through product setup and core workflows.
• Identify onboarding risks and communicate with customers.

Skills

Ownership

Customer communication

Time management

Problem identification

Detailed-oriented

Job description

Loop AI is seeking a highly motivated Onboarding Specialist to help onboard and activate SMB customers as part of our Customer Success organization. This person will be critical in ensuring new customers get live quickly, understand the product, and reach value early through a consistent, repeatable onboarding experience.

What you’ll do:

• Join a high-performing, fast-growing Customer Success team in builder mode.
• Own SMB customer onboardings from kickoff through go-live, following defined onboarding paths and timelines.
• Guide customers through product setup, basic configuration, and core workflows to ensure early adoption
• Manage multiple onboardings concurrently while maintaining a high-quality, responsive customer experience
• Partner with Sales to ensure clean handoffs and clear understanding of customer goals and use cases.
• Identify onboarding risks early and proactively communicate next steps to customers and internal teams
• Contribute to onboarding documentation, templates, and enablement materials to improve consistency and speed-to-value.
• Support smooth handoffs from onboarding to Customer Success or scaled support motions

What we’re looking for:

• One to three plus years of experience in Onboarding, Customer Success, Implementation, Support, or another customer-facing role at a SaaS or technology-enabled company, or prior entrepreneurial or early-operator experience in a fast-moving environment
• Demonstrated ability to take ownership, identify gaps, and move work forward without waiting for detailed direction, with comfort taking initiative and accountability in environments where structure is still being built
• Strong organizational and time-management skills, with the ability to manage a high volume of customers simultaneously
• Clear, friendly communicator who can explain product concepts in a simple, approachable way
• Highly detail-oriented with a strong sense of ownership and follow-through
• Comfort operating in fast-paced environments with evolving processes
• Customer-first mindset with a bias toward action and execution
• Background in hospitality, service, or high-volume customer environments is a plus

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.