Onboarding Specialist

Onboarding Specialist

Company: Speedpoint

Department: Customer Success

Reports to: Director of Customer Success

Location: Charlotte, NC

Employment Type: Full-time

Compensation: $80,000 base

About Speedpoint

The performance and specialty automotive industry powers a passionate, high-performing segment of the economy - and it deserves software built with the same purpose and craftsmanship its shops bring to every build. Speedpoint is the Shop Management Platform built by people who love this industry, for the shops that drive it - one system for CRM, quoting, scheduling, payments, and reporting. We're building for a space the rest of tech has overlooked, and we're hiring competitive team members who want to help us win.

The Role

We're looking for an Onboarding Specialist to own the customer relationship from signed deal to a healthy Day 30 handoff to Customer Success. This role owns the full onboarding journey - from the initial hand-off out of Sales through tenant setup, integrations, kick-off calls, hands-on user training, and structured post-go-live follow-up. Our customers are busy, hardworking shop owners and managers who value efficiency, clarity, and software that just works. You'll be the person who makes that happen, and who ensures every customer is fully adopted and thriving before transitioning to long-term success management.

What You’ll Do

Onboarding & Implementation

• Take the hand-off from Sales and initiate contact with new customers within 3 business hours

• Own backend setup, including tenant creation in the Speedpoint Admin Portal and the required third-party integrations (Finix, Telnyx, and others)

• Lead Kick-Off calls to capture operational data (tax rates, labor rates, work hours, fees) and understand the customer’s core business goals and value drivers

• Complete pre-training QA to ensure every tenant is clean, accurate, and fully functional before the customer sees it

Training & Enablement

• Schedule and lead a 45-90 minute main admin training session for the primary administrator and any daily Speedpoint users

• Schedule and lead optional 15-20 minute sessions for Admins, Service Managers, Owners, Technicians, and optionally Bookkeepers/accountants (QuickBooks Integration), and Sales and Marketing Teams

• Deliver direct, concise training that respects the time-starved nature of shop staff balancing service work with software adoption

• Ensure every new customer is set up to succeed from day one of go-live

Post-Go-Live Follow-Up

• Execute a structured post-go-live touchpoint cadence for every customer from go-live through Day 30

• Monitor customer health scores via the Health Score Dashboard at least twice per week and intervene proactively when scores decline

• Drive full adoption - ensure customers transition completely off their old system and are using Speedpoint as their primary tool

• Re-engage at-risk customers through direct outreach and hands‑on recovery sessions before churn risk escalates

Data Integrity & Hand-Off

• Maintain "Source of Truth" accuracy in Close CRM, logging API credentials, Tenant IDs, and integration statuses

• Complete the CSM handoff checklist and handoff notes for every customer, ensuring the CSM has full context: value driver, integrations, training completed, open issues, risk factors, and communication preferences

• Hand off healthy, fully-configured accounts to the Customer Success Manager (CSM) at Day 30 with a health score of 60+ and Product Usage score of 70+

• Flag implementation risks or blockers early to leadership

What We’re Looking For

Required:

• 2-5 years of experience in SaaS onboarding, customer success, technical implementation, or a closely related role

• Comfortable switching between business conversations with shop owners and technical work in admin portals and integration dashboards

• Strong communicator who can explain complex technical steps in a direct, no-fluff way

• Efficiency-first mindset - you understand that in the automotive world, time is money

• Proactive problem solver with a bias for action

• Demonstrates consistent work ethic and ownership

Nice to Have:

• Experience with CRM tools (Close CRM, Salesforce, or HubSpot)

• Experience with payment or telecom dashboards (Finix, Telnyx, Stripe, or similar)

• Interest in or familiarity with the automotive service industry

• Startup experience or comfort in a fast-paced environment

What Success Looks Like

• New customers consistently hit their 14-day go-live target

• Clean, accurate tenant configurations with no downstream surprises

• Customers handed off to the CSM with an overall health score of 60+ and a Product Usage score of 70+

• High customer satisfaction with the onboarding experience

• Strong hand-offs to the Customer Success Manager with complete documentation and handoff notes

• Continuous improvement in implementation time and quality

Compensation & Benefits

• Base Salary: $80,000

• Medical: Employer-paid medical coverage

• Dental & Vision: Available

• Work Environment: Charlotte, NC

• Growth: Direct access to leadership and opportunity to grow with a fast-moving company