We are looking for a Customer Onboarding & Engagement Specialist to support the implementation, training, and ongoing adoption of a SaaS-based platform used by senior living communities in the United States.
This role is focused on post-sale client experience, ensuring customers understand how to use the platform, feel supported during onboarding, and continue using the solution successfully over time.
You will work directly with client partners, guiding them through onboarding, training sessions, and ongoing engagement to maximize platform usage and value.
What You Will DoOnboarding & Training
- Lead onboarding sessions for new clients after platform purchase
- Guide clients step-by-step through platform functionality
- Adapt training based on client needs, technical level, and business goals
- Support clients during early adoption stages to ensure successful launch
Client Engagement & Adoption
- Monitor platform usage and identify adoption gaps
- Proactively follow up with clients who are underutilizing the platform
- Re-engage clients through training refreshers, check-ins,
and usage recommendations
- Help clients understand how the platform supports their operational goals
Client Relationship Support (B2B)
- Act as main point of contact for onboarding and platform usage questions
- Coordinate with internal teams (Customer Success, Support, Sales, Product) when needed
- Provide structured follow-up and maintain clear client communication
Tracking & Process Management
- Document client interactions, onboarding progress, and follow-up actions
- Use CRM tools and reporting to track engagement and activity
- Manage multiple clients, onboarding timelines, and follow-up tasks simultaneously
What We’re Looking For
- Bachelor’s degree in Business, Marketing, or a related field; or
- 2+ years in roles such as:
-
- Customer Success
- Client Onboarding
- Customer Support (client-facing, not ticket-only)
- Training / Implementation
- SaaS client support or digital plat