Customer Onboarding Specialist

Customer Onboarding Specialist

Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation.

At Stampede AI, we help businesses turn data into decisions, quickly, clearly, and at scale. As an Account Manager, you'll be the strategic partner for a portfolio of direct clients, helping them unlock the full value of our platform and driving long-term growth.

Job Description

You're an organised and customer-focused professional with 2+ years of B2B SaaS experience, ideally within hospitality technology. You have a proven ability to onboard enterprise and fast-growing businesses, guiding them through smooth, structured onboarding that deliver value quickly. You communicate clearly, manage timelines with confidence, and collaborate cross-functionally to ensure every customer experience starts strong and scales successfully.

Key Responsibilities

• Manage the full onboarding journey from Sales handover to go-live, ensuring each customer is ready for launch with full confidence in using Stampede AI.
• Standardise onboarding processes across all product areas to deliver a consistent, scalable customer experience.
• Create and track onboarding plans in HubSpot, maintaining visibility on progress, blockers, and milestones.
• Launch and monitor onboarding % completion trackers to measure client progress and internal efficiency.
• Coordinate with internal and third-party teams to ensure all setups, integrations, and configurations are complete before go-live.

Client Success & Relationship Management

• Deliver role-based onboarding guides and tailored training sessions for key roles such as Marketing Managers, General Managers, and Operations Leads.
• Provide engaging, hands-on product walkthroughs that simplify complex setups and boost user confidence.
• Maintain regular communication with clients to ensure satisfaction, gather feedback, and surface potential challenges early.
• Collaborate with the Customer Success and Product teams to share onboarding insights that improve both customer outcomes and internal processes.

Scalability & Continuous Improvement (Pillar 3: Scalability & Efficiency)

• Build and maintain the Onboarding Hub a centralised space for both clients and staff to access guides, templates, and training materials.
• Automate onboarding communications, reminders, and progress updates to increase efficiency and reduce manual follow-ups.
• Develop clear touchpoints and milestones for CSAT/NPS collection throughout the onboarding journey.

Performance Tracking & Analysis

• Monitor key onboarding KPIs, including:
• Reduce average onboarding time
• Maintain excellent onboarding CSATs
• Tracking and reporting on onboarding health
• Improve onboarding workflows

What Success Looks Like (First 6–12 Months)

• Manage the journey end-to-end, keeping timelines tight and communication clear.
• Lead engaging, role-specific training sessions that build confidence and trust.
• Collaborate across teams (Sales, Support, Product) to deliver a seamless experience.
• Follow up on overdue actions and maintain project momentum.
• Hand over to Account Managers with complete context and customer confidence secured.

Why this Matters? Onboarding defines the customer's first impression. A smooth, proactive process builds trust, accelerates adoption, reduces early churn, and sets the tone for long-term success.