Customer Onboarding Coordinator

Careerscape is recruiting on behalf of our client, a growing subscription services company based in Salt Lake City, Utah, for a Customer Onboarding Coordinator to join their fully remote team. In this role, you will own the welcome experience for new subscribers, building and running onboarding workflows that get customers activated quickly and set up for long-term success. This is a high-visibility position for someone who wants to make a direct, measurable impact on customer retention and early-stage churn.

Day to day, you will juggle a mix of hands-on customer touchpoints, process refinement, and cross-team coordination, moving fluidly between welcome calls, automated email sequences, and onboarding health checks. You will thrive in this role if you are naturally organized, empathetic with new customers who are still learning the ropes, and energized by turning a good first impression into a lasting subscription relationship.

Responsibilities

• Manage the end-to-end onboarding journey for new subscribers from signup through first value milestone
• Design and continuously improve welcome email sequences, in-app messages, and onboarding checklists
• Conduct personalized welcome calls or video walkthroughs for new accounts
• Monitor onboarding completion rates and flag at-risk accounts before churn occurs
• Partner with customer success and support teams to hand off fully onboarded accounts smoothly
• Track key onboarding metrics such as time-to-first-value, activation rate, and 30/60/90 day retention
• Collect and relay new customer feedback to product and marketing teams
• Maintain onboarding documentation, templates, and playbooks
• Troubleshoot early account issues and escalate technical problems as needed
• Recommend and implement process improvements to reduce early-stage churn

Requirements

• 2 to 4 years of experience in customer onboarding, customer success, or account management
• Proven track record improving onboarding completion or early retention metrics
• Experience with CRM and customer success platforms such as HubSpot, Salesforce, or Gainsight
• Excellent written and verbal communication skills
• Strong organizational skills and comfort managing multiple accounts simultaneously
• Data driven mindset with ability to analyze onboarding and churn metrics
• Ability to work independently in a fully remote, distributed team environment
• Bachelor's degree preferred or equivalent practical experience
• Experience in subscription or SaaS business models a plus

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Generous paid time off and paid holidays
• Fully remote work with flexible scheduling
• Home office stipend for remote equipment
• Paid parental leave
• Professional development and training budget
• Employee assistance program
• Wellness program and mental health resources