Onboarding Specialist, Customer Success at SmartAC

Location: Houston, TX (preferred) | Remote (with initial onsite weeks in Houston) Department: Customer Success Reports To: Director of Customer Success

ABOUT SMARTAC

Built to transform how HVAC is experienced. SmartAC is an HVAC growth engine designed to help contractors capture more customers, convert them into members, and retain them for life. We combine purpose-built technology, data intelligence, and proven programs to drive measurable growth without adding overhead.

THE OPPORTUNITY

The onboarding phase is make-or-break for customer success. As an Onboarding Specialist, you'll own the experience that takes each contractor from contract signature to driving measurable member growth.

You'll manage the entire launch processfrom initial kickoff through strategic planning and team trainingensuring contractors understand how our platform works and how to use it to acquire customers, convert them to members, and retain them for life. You'll be the guide who translates business opportunity into operational reality, helping contractor teams see the value and know exactly how to execute.

This role requires genuine passion for enabling contractor success, strong instructional and strategic thinking skills, and the ability to help contractors see how SmartAC's platform drives real business growth.

KEY RESPONSIBILITIES

Contractor Success & Enablement

• Lead comprehensive onboarding from contract signature to "ready-to-launch" with each contractor

• Design and deliver role-based training for contractor owners, managers, customer service reps, and technicians

• Conduct product training and strategic planning sessions via Zoom and on-site visits

• Create clear, accessible learning materials that make our platform and strategy approachable

Growth Strategy & Implementation Planning

• Work with contractors to understand their baseline (current customer acquisition, retention, member conversion rates)

• Help contractors develop a realistic strategy for using SmartAC to acquire more customers and convert them to members

• Provide guidance on messaging, marketing approaches, and deployment strategy that aligns with their market

• Guide contractors through the change management process as they shift to a membership-based model

• Ensure successful platform setup and integration with contractor systems

Ongoing Partnership & Optimization

• Conduct regular follow-up training and support for contractors post-launch

• Help contractors understand their member growth metrics and optimize for better results

• Gather feedback on the onboarding experience and contractor pain points

• Work closely with Account Managers and Product teams to support contractor success

• Continuously improve onboarding processes based on what you learn in the field

WHAT YOU BRING

Required:

• 3+ years of experience in training, implementation, customer enablement, or consulting roles

• Excellent presentation, communication, and interpersonal skills

• Ability to explain technology and business strategy in clear, accessible language

• Hard-working, self-driven, and proactive mindset

• Highly organized with ability to manage multiple priorities and contractors simultaneously

• Strong computer literacy and ability to learn new software quickly

• Ability to work effectively with business owners and management teams

• Patience, active listening, and genuine passion for helping others succeed

Preferred:

• Experience working with trade industries (HVAC, plumbing, electrical, etc.)

• Understanding of service business models, membership programs, or recurring revenue

• Experience with field service software or contractor management tools

• Bachelor's degree in Communications, Business, Marketing, or related field

WHY JOIN US

• See direct impact as contractors use SmartAC to grow their member base and business

• Work with entrepreneurs who are genuinely excited to modernize their service delivery

• Join a team that understands the field (our founder built a $50M+ contracting business)

• Help transform how HVAC contractors think about customer acquisition and retention

BENEFITS & PERKS

• Competitive salary

• Health, dental, and vision insurance

• 401(k) with company match

• Equity options

• Paid time off

• Remote flexibility with periodic Houston trips

• Professional development and opportunities for career growth in customer success leadership

TRAVEL EXPECTATION

Expect to travel 30-50% of the time to deliver on-site training to key contractors and support our broader Customer Success team. Remote work is available between travel periods.

READY TO HELP HVAC CONTRACTORS DRIVE GROWTH WITH SMARTAC?

Join SmartAC and help contractors transform their business model and build lasting customer relationships.