- Translate the onboarding strategy into clear, scalable execution, defining flows, rules, and triggers across client segments.
- Fully automate the end-to-end onboarding flow for small / low-complexity clients (100%), using videos, materials, AI, and workflows to deliver a seamless self-serve experience.
- Design and personally elevate the onboarding experience for medium and high-value clients, delivering a highly customized, thoughtful, and relationship-driven implementation journey.
- Act as the orchestrator across teams, ensuring smooth handoffs and tight collaboration with CS, Product, Tech, Sales, and Marketing.
- Enable and coach the Implementation team to operate within automated systems while preserving warmth, clarity, and consistency in client interactions.
- Own onboarding metrics and outcomes (TTFV, activation, churn, CSAT), using data and documented learnings to continuously improve.
- Lead the adoption of an AI-first mindset, testing new tools, validating impact, and scaling what works.
- 3+ years of experience in Implementation, Customer Success, Operations, or Process Design within a fast-paced B2B SaaS environment.
- Strong understanding of customer onboarding journeys, with the judgment to balance automation and human touch across different client segments.
- Highly empathetic and enthusiastic: you genuinely enjoy working with clients, can read the room, and care deeply about creating experiences people remember.
- Data-driven and outcome-oriented: comfortable defining KPIs and measuring the impact of onboarding on efficiency, activation, and client experience.
- Experience with tools such as Salesforce, Notion, Slack workflows, Zendesk or similar systems.
- Strategic thinker with strong operational rigor, ownership, and follow-through.
- Advanced English and Spanish, both written and spoken.
Start your journey with us.
Send your application and take the first step toward joining the Ontop family.
