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Customer Onboarding Specialist | Job Description

Customer Onboarding Specialist

Similar roles:

Customer success onboarding specialist, Onboarding specialist

Job level:


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Role in Customer Success Team:


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Key Responsibilities: What Does a Customer Onboarding Specialist Do?

Customer onboarding specialists are masters at increasing product adoption and enabling customers’ success through in-depth product understanding. They greet new customers in onboarding calls, often with a CSM present, and offer product tours, assist in setup, and aid in implementation.

Onboarding is a crucial point in the customer journey. In many cases, it determines whether a customer stays or leaves. The customer onboarding specialist is, therefore, a vital part of the CS team, particularly for tech-touch cases or companies attempting to scale onboarding and customer success.

Key Responsibilities:

  • Conducting onboarding meetings, product tours, company presentations, and product demos.
  • Understanding customer context and goals and providing product information to best serve those goals.
  • Educating customers and optimizing their product setup for the quickest path to success.
  • Eliminating roadblocks in the way of customers’ goals: product issues, poor implementation, support issues, or customer knowledge gaps, or simply poor product understanding.
  • Improving product adoption, customer retention, and helping foster positive customer relationships that create a loyal customer base.
  • Assisting customer support with customer issues and requests.
  • Providing materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently.

Skills and Competencies

Here are the necessary skills to be a good customer onboarding specialist:

  • Minimum of 1 year of experience in communications, customer service and support, sales, account management, or customer success. Customer success courses / training are good to have.
  • High emotional intelligence and empathy skills.
  • Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
  • Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
  • Strong analytical and goal-oriented mindset.
  • Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.

Good Training Materials and Programs

Here is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Onboarding New Customers

Glen Brynteson

Customer Onboarding

Donna Weber and Caleb Zimmermann

Customer Success | How to Actively Engage Your Customers


How Onboarding can Double your NRR | Webinar with Peter Ord


Why Implementation Isn’t Onboarding

Tal Nagar

The Ultimate Guide to Customer Onboarding


Customer Onboarding Guide


Customer Onboarding and Retention Statistics


Onboarding Techniques | Webinar



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