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Role Description

We are hiring an Onboarding Specialist to own the end-to-end onboarding experience for new Pursuit customers, and to serve on the front line of our customer support motion. This role is intentionally scoped to include both onboarding and first-line support.

• Own the onboarding process for new customers from kickoff through go-live
• Lead onboarding calls, configure customer environments, and guide customers through CRM integrations
• Ensure customers are properly set up signals and workflows
• Partner with customers’ RevOps and Sales stakeholders to align onboarding configuration to real-world sales processes
• Drive customers to clear onboarding completion criteria and go-live
• Identify onboarding risks early and proactively resolve blockers
• Serve as first point of contact for customer questions and issues
• Troubleshoot product usage, configuration questions, and basic technical issues
• Triage and escalate product bugs or complex issues to Engineering
• Maintain clear communication with customers on issue status and resolution
• Collaborate with CSMs to drive proactive support motions to anticipate and mitigate issues affecting onboarding
• Document onboarding workflows, common issues, and best practices
• Contribute to onboarding guides, templates, and customer-facing documentation
• Identify recurring onboarding and support friction points and propose improvements
• Partner with Engineering to inform self-service and scaled onboarding motions

Qualifications

• 2-5 years of experience in SaaS environment (ideally time spent in sales/solution engineering or revenue operations)
• Process and outcomes ownership
• Revenue-fluent: understand sales processes, CRM systems, and how revenue teams operate
• Technically curious and able to quickly learn new systems and workflows
• Comfortable directing customer-facing onboarding experience and sessions
• Tailor presentations and sessions to the appropriate audience – from executive stakeholders to solution administrators

Requirements

• Must be comfortable owning the customer onboarding outcomes and the process iterations to improve the speed to value

Nice To Haves

• Experience onboarding customers onto Sales or RevOps tools
• Hands-on experience with CRM (e.g. Salesforce or HubSpot)
• Ability to translate messy data into meaningful insights

Benefits

• Work with proven founders affecting trillions in government contracts
• Ground floor opportunity to shape the company, not just your role
• Our mission is to improve government, benefitting every citizen
• Work at the intersection of AI, programmatic marketing, and data-driven growth
• Join a highly ambitious, well-funded startup
• Own and execute innovative, high-impact projects that redefine how businesses engage with public-sector opportunities
• You’ll be challenged every day; your growth will come in dog years