Job Description

Careerscape is recruiting on behalf of our client, a growing subscription services company based in Salt Lake City, for a Customer Onboarding Coordinator to own the welcome experience for new subscribers. This fully remote role is central to the company's growth strategy, owning the critical first weeks of the customer journey and directly influencing retention, satisfaction, and lifetime value from day one.

Day to day, you will guide new customers through personalized onboarding workflows, answer early questions before they become frustrations, and spot the warning signs of disengagement before they turn into cancellations. People who thrive in this role are naturally organized, empathetic communicators who love building repeatable processes, enjoy digging into customer data to find patterns, and take genuine pride in turning a first-time subscriber into a loyal, long-term customer.

Responsibilities

• Manage end-to-end onboarding workflows for new subscribers from signup through first value milestone
• Design and continuously refine welcome email sequences, in-app messages, and onboarding touchpoints
• Monitor onboarding and usage data to identify customers at risk of early-stage churn
• Proactively reach out to at-risk customers with tailored guidance and support
• Partner with Customer Success, Product, and Marketing teams to improve the onboarding experience
• Maintain accurate onboarding records and customer notes in the CRM platform
• Track and report on key onboarding metrics including activation rate, time to value, and early churn
• Host welcome calls or virtual walkthroughs for new customers as needed
• Gather customer feedback during onboarding and route insights to relevant teams
• Create and maintain onboarding documentation, FAQs, and self-service resources

Requirements

• 2 or more years of experience in customer onboarding, customer success, or account management
• Experience working with subscription or SaaS based business models preferred
• Strong written and verbal communication skills with a customer-first mindset
• Comfort working with CRM and customer success platforms such as HubSpot, Salesforce, or Intercom
• Ability to interpret usage data and translate insights into proactive customer outreach
• Excellent organizational skills with the ability to manage multiple onboarding journeys simultaneously
• Experience creating or improving onboarding workflows and documentation
• Self-motivated with the ability to work independently in a remote environment
• Bachelor's degree or equivalent professional experience

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Generous paid time off and paid holidays
• Fully remote position with flexible working hours
• Home office stipend for remote work setup
• Paid parental leave
• Professional development and training budget
• Company-sponsored wellness programs
• Collaborative virtual team culture with regular check-ins
• Opportunities for career growth into Customer Success leadership

Job Type: Full-Time | Work Type: Remote | Industry: Customer Service | Experience: Associate

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