Customer Onboarding Specialist (Contractor → Part/Full Time)
Location:
San Francisco Bay Area (Hybrid)
Company:
ManageCasa – Modern Property & HOA Management SoftwareManageCasa is a fast-growing SaaS platform powering property managers, community associations, and HOAs with modern, intuitive software and next-generation AI tools. We are expanding our Customer Success organization and seeking a Customer Onboarding Specialist to help new customers transition smoothly onto the platform, adopt best practices, and experience immediate value.This role begins as a contractor with the opportunity to move into part-time or full-time employment based on performance.
About the Role
As a Customer Onboarding Specialist, you will be the primary guide for new customers during the first 30–90 days of their journey. You will train users, configure the platform, support data migration, and ensure a smooth, successful onboarding experience. Your work directly impacts customer satisfaction, retention, and long-term product adoption.
Key Responsibilities
Onboarding & Training
- Lead onboarding sessions for new customers, including software walkthroughs, setup guidance, and best-practice training.
- Assist customers with setting up core modules, including Accounting, Payments, HOA Management, Communications, Documents, and more.
- Customize onboarding plans based on customer needs and complexity.
Customer Support & Engagement
- Act as the primary point of contact during the onboarding period.
- Understand customer workflows and help optimize them using ManageCasa.
- Monitor customer progress and provide proactive support to ensure milestones are met.
Data Migration & System Setup
- Assist customers in preparing and validating their data for import (homeowners, properties, vendors, budgets, etc.).
- Coordinate with engineering or technical support teams if needed.
Cross-Team Collaboration
- Work closely with Sales, Customer Success, Support, and Product teams to deliver a seamless onboarding experience.
- Share customer feedback and insights to help improve our onboarding materials and product usability.
Documentation & Process Improvement
- Document onboarding steps, FAQs, help guides, and training notes.
- Recommend process improvements to increase efficiency and create a world-class onboarding experience.
Requirements
- 1–2 years of experience in Customer Success, Onboarding, Support, or Training (SaaS preferred).
- Strong communication and presentation skills.
- Comfortable explaining software features and guiding users step-by-step.
- Highly organized with excellent follow-up and account management habits.
- Ability to learn quickly and adapt to changing workflows.
- Experience in property management, HOA management, or accounting is a strong plus.
- Technical aptitude — ability to understand product logic, data structures, and workflows.
Preferred Skills
- Experience with accounting concepts (payments, ledgers, invoicing).
- Familiarity with onboarding tools, CRM systems, or ticketing software.
- Ability to manage multiple onboarding customers at once.
- Problem-solving and a customer-focused mindset.
Why Join ManageCasa?
- Opportunity to be part of a fast-growing PropTech company.
- Work on meaningful projects that directly impact customer satisfaction.
- Collaborative, supportive team environment.
- Pathway to convert into a part-time or full-time role based on performance.
- Chance to shape the onboarding function and make a measurable impact on company growth.
