Customer Onboarding Specialist (SaaS, US)

About the role

You will own onboarding for fast-growing DTC brands, ensuring smooth setup, migration, and go-live on Loop. This role requires strong project ownership, communication, and problem-solving to deliver a seamless merchant experience and hand off to Customer Success with high confidence and adoption.

Responsibilities

Merchant Kickoff & Engagement

• Send kickoff invites within 24 hours of sales handoff.
• Lead onboarding calls to understand merchant goals, setup requirements, and timelines.
• Maintain proactive weekly touchpoints (kickoff, progress updates, handover communication).

Solutioning & Setup

• Configure subscription setups based on merchant needs.
• Collaborate with Implementation Engineering for technical solutions.
• Work with the Migration team to validate and execute subscription data imports.

Project & Timeline Management

• Align milestones, timelines, and dependencies to move merchants to go-live.
• Track onboarding progress in Salesforce, Sheets, and internal dashboards.
• Escalate risks early when delays or product gaps impact merchant experience.

Merchant Experience & Retention

• Ensure subscription widget go-live and migration completion.
• Communicate with empathy during delays, escalations, or product limitations.
• Collect structured feedback and share with Product and Success teams.

Handover to Success Team

• Deliver a fully updated onboarding document at handover.
• Confirm merchants feel confident using Loop before transition.
• Minimize churn during onboarding and in the first 30 days post-handover.

Ideal Profile

• 4+ years in SaaS onboarding, customer success, or implementation roles.
• Strong project management and organizational skills.
• Comfort with tools like Salesforce, Google Sheets, Slack, and Shopify ecosystem apps.
• Excellent written and verbal communication; empathetic and proactive with customers.
• Experience working cross-functionally with technical and non-technical teams.
• Able to maintain good calendar hygiene