About the Role
We are looking for a Customer Onboarding Specialist to join our Customer Success Team. This role will own the strategy, execution, measurement, and overall success of our customer onboarding programs, which are key to customers realizing value from their investment.
What you’ll do:
- Own the strategy, execution, measurement, and overall success of our customer onboarding programs.
- Work cross-functionally with Sales, Product, Marketing, and Support to deliver a consistent customer experience.
- Develop and implement proactive and scaled onboarding initiatives aimed at increasing adoption, retention, and customer lifetime value.
- Design, implement, and track health scores based on product usage to help customers realize value.
- Define and track key metrics for program effectiveness, regularly reporting on outcomes and iterating on strategies.
- Analyze onboarding data and customer feedback to identify areas for improvement and optimize processes.
- Create and maintain onboarding materials, resources, and documentation (e.g., guides, webinars, templates).
- Partner with Product and Product Marketing to ensure customers are effectively onboarded onto new features and offerings.
- Provide insights and recommendations to internal teams on customer pain points, feature requests, and market trends.
- Stay up-to-date with industry best practices and emerging trends in customer onboarding and customer success.
What you’ll bring:
- 3+ years experience in a Customer Success or Onboarding role in a SaaS company.
- Experience in customer-facing roles, with a proven track record of driving customer adoption and retention.
- Strong understanding of customer onboarding best practices, methodologies, and tools.
- Excellent communication, presentation, and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Support).
- A proactive and results-oriented mindset with a passion for helping customers succeed.
- Ability to thrive in a fast-paced, dynamic environment.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero) is a plus.
- Bonus Points: Experience as a researcher. Experience in the Typeform product.
About the Team:
The Customer Success team is dedicated to empowering our customers to achieve their goals with Typeform. We are a collaborative and customer-focused team, passionate about creating exceptional customer experiences and driving long-term success.
What’s in it for you?
- Generous paid time off: 24 days of paid time off + 10 public holidays to use however you want, and your birthday off.
- Remote work: We’re a remote-first company, with the option to work from our Barcelona office.
- Learning & development: €1,000 annually for professional development, plus regular internal workshops and access to a Udemy Business account.
- Well-being support: Access to a mental health platform, 1:1 coaching, and various wellness initiatives.
- Private health insurance: Comprehensive coverage for you and your family.
- Gym & fitness: Discounted gym memberships and online fitness classes.
- Flexible compensation: Choose from a range of benefits like food, transport, and childcare.
- Referral bonus: Earn a bonus for every successful referral you make.
- Impactful work: Contribute to a product used by millions worldwide.
- Inclusive culture: Join a diverse team that values collaboration, innovation, and personal growth.
Why work at Typeform?
We are a team of curious, passionate, and empathetic individuals who believe in the power of good design and user experience. We’re committed to building a product that helps our customers engage their audiences in meaningful ways. If you’re looking for a place where you can make a real impact, grow your skills, and work with a supportive team, we’d love to hear from you.
