Onboarding & Customer Success Specialist

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: TYPE OF WORK

Any

: SALARY

7

: HOURS PER WEEK

40

: DATE UPDATED

Jul 24, 2026

JOB OVERVIEW

Onboarding & Customer Success Specialist

Remote (U.S. PST business hours)

About ManageCasa

ManageCasa is a modern AI-powered property management platform built for HOA, community associations, rental properties, and mixed portfolios. Our mission is to make property management simple, efficient, and enjoyable through intuitive software, automation, and exceptional customer service.

Position Overview
The Onboarding & Customer Success Specialist is responsible for ensuring every new customer has a successful implementation and becomes a long-term, satisfied ManageCasa customer. This role works closely with Sales, Product, Engineering, and Support to guide customers from contract signing through onboarding, training, go-live, and ongoing success.

The ideal candidate is organized, customer-focused, tech-savvy, and enjoys helping customers achieve measurable results.

Key Responsibilities
Customer Onboarding
* Manage new customer onboarding from kickoff to successful go-live.
* Lead onboarding meetings and implementation calls.
* Create onboarding timelines and project plans.
* Coordinate data migration and account setup.
* Configure customer accounts and platform settings.
* Ensure customers complete onboarding milestones on schedule.

Customer Training
* Conduct live virtual training sessions.
* Train administrators, property managers, accountants, board members, and staff.
* Create and update onboarding guides, videos, and documentation.
* Answer customer questions and provide best practices.

Customer Success
* Build strong relationships with customers.
* Monitor product adoption and customer engagement.
* Proactively identify risks and recommend solutions.
* Help customers maximize the value of ManageCasa.
* Increase customer satisfaction, retention, and renewals.
* Identify opportunities for upsells and additional products.

Cross-Functional Collaboration
* Work closely with Sales during customer handoff.
* Coordinate with Product and Engineering on feature requests and customer feedback.
* Partner with Support to resolve implementation issues quickly.
* Communicate project status internally and externally.

Project Management
* Track onboarding progress using CRM and project management tools.
* Maintain accurate customer records and documentation.
* Ensure projects remain on schedule and within expected timelines.

Qualifications
* 4+ years of Customer Success, Account Management, Onboarding, Implementation, or Project Management experience.
* SaaS experience preferred.
* Property management software experience is a strong plus.
* Excellent communication and presentation skills.
* Strong organizational and time management abilities.
* Ability to manage multiple customer projects simultaneously.
* Customer-first mindset with excellent problem-solving skills.
* Comfortable learning new technology and software.
* Self-motivated and able to work independently.

Success Metrics
* Customer onboarding completed on time.
* Customer satisfaction (CSAT) and onboarding feedback scores.
* Product adoption and active usage.
* Time-to-go-live.
* Customer retention and renewal rates.
* Upsell opportunities identified.
* Customer health score improvements.

What You'll Bring
* Positive attitude and strong work ethic.
* Outstanding customer service skills.
* Attention to detail.
* Ability to simplify complex workflows.
* Strong collaboration across departments.
* Passion for helping customers succeed.

SKILL REQUIREMENT

Customer Support Onboarding

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Onboarding & Customer Success Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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