About the Role

We’re looking for a customer-focused and highly organized Customer Success & Onboarding Associate to support a technology company that provides smart access control solutions for multifamily and commercial properties. The company's solutions include video intercoms, access control readers, and a cloud-based platform that allows property managers to manage building access, residents, and visitors.

In this role, you’ll manage the onboarding process for new clients, from account setup and training to installation readiness and post-launch follow-ups. You’ll serve as a key point of contact, address client concerns, coordinate with internal teams, and ensure a smooth customer experience. This position is ideal for someone who is organized, detail-oriented, comfortable learning new software, and skilled at managing multiple client accounts while building strong relationships.

What You’ll Do

Manage the end-to-end onboarding process for new clients, from account setup through launch and post-installation follow-ups
Schedule, prepare for, and lead virtual onboarding and training sessions via Zoom, helping property managers understand and navigate the platform
Serve as the primary point of contact for onboarding-related questions, providing timely responses and clear guidance through email and video calls
Create and configure client accounts, ensuring all information is accurate and complete
Collect and organize required onboarding materials, including account setup forms, resident and user lists, access point names, floor plans, and key contact information
Upload resident and user information before installation, ensuring accounts are ready for launch within the agreed timelines
Coordinate with Project Managers to track onboarding milestones, confirm installation readiness, and flag missing information or potential delays
Provide clients with resident-facing launch materials, including informational one-pagers and announcement email templates, and coordinate the timing of resident invitations
Assist with basic integration setup involving property management software such as Yardi or AppFolio, coordinating with Support or Product when additional assistance is needed
Send project closure emails and customer satisfaction surveys following installation, and conduct personalized 60-day check-ins to assess client satisfaction and identify any concerns
Follow up on client feedback, including complaints and positive experiences, ensuring concerns are addressed and appropriate next steps are completed
Manage a high volume of client accounts simultaneously, maintaining organized records, setting clear expectations, and following up consistently with clients who have outstanding requirements
Handle difficult client conversations professionally and empathetically, including situations involving hardware shortages, installation changes, or delays outside your direct control
Coordinate with Project Managers, Support, Sales, and other internal teams to resolve issues and keep clients informed until concerns are addressed
Document recurring client concerns, onboarding challenges, and successful outcomes to help identify opportunities for improvement
Contribute to the development of onboarding templates, client communications, help resources, and process improvements
Collaborate with the Marketing Team to create and improve client-facing materials that enhance the administrator and resident experience
Participate in team meetings and share ideas to improve onboarding efficiency, customer satisfaction, and overall service quality

What We’re Looking For

At least 2 years of experience in customer success, client onboarding, account management, or a similar client-facing role
Experience conducting client onboarding, training, or product walkthroughs through video calls
Proven ability to manage multiple client accounts, projects, or onboarding processes simultaneously while meeting deadlines
Strong written and verbal English communication skills, with the ability to explain technical information clearly to clients with varying levels of technical knowledge
Experience handling difficult client conversations, managing expectations, and de-escalating customer concerns professionally
Comfortable learning and navigating SaaS platforms, administrative dashboards, and other web-based tools
Familiarity with Google Workspace, spreadsheets, and CSV files, including reviewing, organizing, and uploading data accurately
Exceptional attention to detail when creating accounts, handling user information, tracking milestones, and maintaining client records
Strong organizational and time management skills, with the ability to prioritize competing tasks and follow up without constant supervision
A proactive, ownership-driven mindset, with the ability to anticipate potential delays, identify gaps, and take action before issues escalate
Strong problem-solving skills and sound judgment in determining when to resolve an issue independently and when to involve other teams
A collaborative approach to working with cross-functional teams, including Project Management, Sales, Support, and Marketing
Comfortable working in a fully remote environment and adapting to changing client needs and priorities

Nice to Have

Previous experience in property management, multifamily housing, or commercial real estate
Background in access control, physical security, smart building technology, or property technology (PropTech)
Familiarity with property management platforms such as Yardi or AppFolio
Experience using Zoom, Notion, Salesforce, or other customer relationship management (CRM) and project management tools
Experience developing onboarding workflows, client communication templates, training materials, FAQs, or help documentation
Experience collecting customer feedback, monitoring satisfaction, and identifying opportunities to improve the client experience
Exposure to technical integrations or working alongside Product and Support teams to troubleshoot software-related issues

What We Offer

Work From Home: Fully remote setup with local support
Generous Paid Time Off: Start with 18 paid leaves annually
U.S. Holiday Observance: Enjoy U.S. holidays off
Healthcare Support: Receive a healthcare stipend to help cover medical expenses
Professional Environment: Join a supportive, growth-oriented global team

Customer Success & Onboarding Specialist