Product Onboarding Specialist

Nichols College; Dudley (MA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Kiln membership

Healthcare

Paid time off

Parental leave

401(k)

Job summary

LeaderFactor is hiring for a Client Success onboarding specialist. You will own the initial onboarding of new clients, running kickoff meetings, setting timelines, training admins, and guiding the deployment from welcome to live launch.

You’ll interact directly with clients and the product team, shaping onboarding based on client feedback and product releases. A high-ownership role reporting to the CCO.

Qualifications

• Roughly 1–3 years in a client-facing role (customer success, onboarding, account management).
• Strong written and verbal communication; ability to train others.
• Experience with CRM, project tracking, and AI-assisted workflows is a plus.

Responsibilities

• Own day-to-day onboarding in LeaderFactor platform.
• Lead kickoff and data-review meetings with customers.
• Coordinate onboarding milestones and admin training.
• Manage end-to-end rollout and cross-functional coordination.
• Provide ongoing platform training and respond to support inquiries.
• Maintain Knowledge Base and communicate product updates.

Skills

Client instincts

Self-starter

Teacher

Systems thinking

Emotional intelligence

RISE values

Education

Education (preferred)

Open to nontraditional paths

Tools

CRM

Project tracking tools

AI assistants

Job description

and the job listing Expires on September 20, 2026

LeaderFactor · Lehi, Utah · Hybrid — in-person Mondays, remote the rest of the week · Part-time & Full-time Opportunities Available

You must be an be in our Lehi office on Mondays (Wasatch Front local, or willing to relocate).

About LeaderFactor

LeaderFactor is a leadership-development company. We don’t sell one-off workshops or a content library — we build an integrated system that produces measurable behavior change: proprietary frameworks, validated assessments, application tools, and a platform that reinforces what leaders learn long after the training event. We’re a small, high-trust team based in Lehi, Utah, working with enterprise organizations worldwide.

The role

You’ll join a small Client Success team and own the first, most formative chapter of every client relationship: onboarding. From the moment a deal closes, you’re the one who turns a signed contract into a launched, engaged, successful deployment — running kickoffs, managing timelines, training admins, and making sure nothing stalls between “welcome aboard” and “we’re live.”

There’s no layer between you and the client, and no layer between you and the product team either. You sit at the junction where customer voice meets product decisions: what you hear in onboarding directly shape what we build next. You will report to the CCO.

This is a high-ownership seat. The clients you onboard are in front of you from day one, and the quality of their launch is yours to own.

How we work

We run Client Success AI-first. Your leverage doesn’t come from doing every mechanical task by hand — it comes from client judgment about what each account needs, the ability to use AI tools to handle the mechanics (prep, documentation, follow-ups, data pulls), and the relationship skill to show up in the room prepared, credible, and genuinely helpful. We automate the busywork so you can spend your time where it matters: with clients.

What you’ll do

Product onboarding

• Own day-to-day onboarding in the LeaderFactor platform.
• Plan and lead key customer meetings: kickoff, data reviews, logistics/prep, and admin training.
• Lead rollouts end to end: run regular stakeholder cadences, build and execute against milestone-based onboarding plans, and coordinate supporting workstreams such as translations and internal communications through to launch.
• Work directly with the CSM who owns the account post-sale and is accountable for delivering measurable results against the client’s outcomes.
• Provide ongoing platform training to existing accounts, bridging the gap between new releases and the value customers attain from them.
• Own the support queue end to end. Resolve platform, FAQ, and routing inquiries quickly, and treat recurring questions as the signal for what to build next.
• Operate the Knowledge Base as an AI-enabled engine. Ensure it stays version-current with the platform, reflecting new functionality as the product team pushes releases.
• Execute customer-facing communications for product updates and releases.

Onboarding infrastructure

• Help improve onboarding workflows, automations, templates, and internal process docs.
• Identify and flag recurring friction points in onboarding motion; propose solutions that scale across the client base.
• Standardize the ideal onboarding flow and playbooks for edge cases to reduce manual work.

Production & administrative support

• Produce live virtual events, including skill previews and webinars. Own the Zoom setup and ensure flawless technical execution.
• Execute invoicing and payment collection within established systems.

What we’re looking for

In priority order:

• Strong client instincts. You read a room, earn trust quickly, and make good calls about what each account needs to launch well. You communicate clearly in writing and in person. This is the top of the list.
• A self-starter who owns outcomes. On a team this small, you set a lot of your own direction and drive onboardings to done without being managed through it. When an account stalls, you don’t wait — you re-engage.
• A natural teacher. You make complex things simple, whether you’re training a client admin, writing a Knowledge Base article, or recording a two-minute walkthrough.
• Systems thinking. You notice when you’ve solved the same problem twice and build the playbook so no one solves it a third time. You’re comfortable with modern tools — CRM, project tracking, AI assistants — and eager to get better with them.
• Strong emotional intelligence and the ability to thrive in a close, collaborative team.
• Alignment with our RISE values: Respect, Integrity, Skill, and Effort.

Experience & education

We weigh these together — the less professional experience you have, the more we lean on relevant education or a demonstrable track record, and vice versa.

• Experience: Roughly one to three years in a client-facing role — customer success, onboarding, implementation, account management, teaching or training, or similar — ideally somewhere you owned outcomes for real customers, and you’re ready for dramatically ownership than that experience usually comes with.
• Education (preferred): We like backgrounds that pair people skills with operational rigor: business, communications, instructional design, HR/organizational behavior, information systems, or product-adjacent programs. Hands‑on, build‑real‑things — running a program, leading a team, launching something — counts as much as the credential.
• Open to nontraditional paths. If you’ve built trust with customers and shipped great experiences another way — your own business, community leadership, a serious operational track record — and can clear the bar on client judgment and follow-through, the credential matters less to us than the evidence.

Why LeaderFactor

• Your work has direct, visible impact — no diffusion of responsibility across a giant org.
• Scope and responsibility you’d typically wait years for elsewhere; we hire people we expect to grow with us.
• A manager invested in your growth, on a close-knit team that prioritizes coaching and real interaction.
• Competitive compensation, comprehensive healthcare, paid time off, paid parental leave, a 401(k) contribution, and a Kiln membership for your remote days.
• Our Book Report Program (we reimburse any book you read and summarize) and sponsored upskilling for relevant training and conferences.
• Meaningful work — we help leaders and organizations around the world, and we treat personal development as a core purpose, not a perk.

LeaderFactor is an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable law.