Customer Onboarding/Success Specialist

About the Role

This is a hands-on position focused on customer onboarding and success, with some general support duties as needed. You'll help new customers get up and running smoothly while building strong, ongoing relationships to ensure they get the most out of our product.

About RN Pad

RN Pad is a funded and profitable startup headquartered in New York City with a globally distributed remote team. We streamline the nurse assessment workflow for managers and nurses, improving efficiency, quality, and compliance in the home care industry.

Responsibilities

• Lead onboarding for new customers - create and run personalized onboarding plans to help them adopt the product quickly and see real value fast
• Act as the main point of contact after signup - be the trusted advisor who understands their goals, checks in proactively, spots upsell opportunities, and keeps them happy long-term
• Handle incoming support inquiries through our channels (Intercom) and resolve issues, escalating when needed
• Gather customer feedback, spot common pain points, and work closely with the Product and Engineering teams
• Collaborate across the team to fix issues quickly and keep everything running smoothly

Requirements

• Strong communication and interpersonal skills with the ability to build rapport and trust with customers
• Experience with customer relationship management and onboarding
• Strong problem-solving skills and ability to think creatively to find solutions
• Highly organized and detail-oriented, with the ability to manage multiple priorities
• Able to work independently in a remote environment with strong time management
• Experience with support tools like Intercom is a plus

Compensation

$25,000 - $48,999 USD per year.