Customer Onboarding Analyst

About us:

Smarter Contact is the market-leading AI-powered communications platform for real estate professionals in the U.S., powering tens of millions of text and voice conversations every month, helping real estate professionals close more deals.

We're expanding our Customer Success team and hiring a high-performing Onboarding Specialist. You will own the customers' first 30 - 45 days, set the tone for the relationship, build confidence and ensure customers are ready quickly and correctly. This role defines the customer's first impression of Smarter Contact and has clear growth potential within a fast-scaling SaaS company. This is a direct-hire role.

What You'll Own:

• Lead and follow up on all 1-1 or group onboarding sessions via phone, video, text, and email using our own tech stack
• Complete all daily CRM tasks (to-dos, emails, texts, calls, etc.)
• Guide customers through initial setup, configuration, and first live campaigns
• Establish clear expectations for SMS performance, compliance, and best practices
• Reinforce Smarter Contact's value proposition, positioning, and differentiators
• Ensure customers reach defined activation milestones within the onboarding window
• Proactively identify confusion, friction, or risk during onboarding-escalate and resolve
• Document onboarding outcomes, next steps, and handoff notes clearly in CRM
• Partner closely with Sales, Marketing, and Customer Experience to ensure a clean transition post onboarding.
• Work a minimum of 40 hours/week between 10 AM - 7 pm Eastern Standard Time, Monday to Friday

What We're Looking For:

• 4+ years in Customer Success, Onboarding or Implementation at a SaaS company
• Experience with US-based customers
• Excellent communication and conversational skills, both written and verbal
• Proficient or native level English (full business fluency)
• Detail-oriented, process-driven, and highly organized
• Engaging, personable, and energetic in customer interactions
• Comfortable working at high volume without losing quality
• Sales-trained and able to identify business expansion opportunities
• Coachable, performance-driven, accountable, and a strong team player,
• Proven track record of meeting and/or exceeding a business expansion quota

Bonus Points:

• Experience working at a telecom SaaS
• Experience working with real estate agents or using real estate SaaS tools

️ Why Smarter Contact?

• USD base compensation
• 15 days PTO + 5 sick days + 10 floating holidays
• High autonomy, fast execution, real impact
• Professional development benefit
• Wellness benefit
• Employment anniversary and birthday gift
• Quarterly health allowance
• Remote-first team with a strong performance culture
• This opportunity is offered as a full-time independent contractor role

Please Don't Apply If:

• You prefer a low-pressure, low-output environment
• You're not fluent in English or are uncomfortable communicating directly with cross-functional teams
• You don't meet the minimum customer success experience
• No experience working for a SaaS company

Ready to grow with us?

We're looking for a proven Customer Onboarding Specialist ready to build the next chapter of their career — and stay for the long haul. If that's you, we'd love to hear from you.