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Interested in this role? Contact Brittany at [email protected]. Looking forward to hearing from you!

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Location: Remote/East Coast Preferred

Department: Customer Success

Reports To: Customer Success Lead

About Rynse:

Rynse is a fleet management software for government and enterprise organizations to handle all their vehicle services. We offer compliance tracking, expense management, and innovative payment solutions to create a system of record for vehicles. The Rynse platform enables a robust network of vendors to choose from, real-time data transparency, and tailored billing options for all fleet related services. Rynse is backed by a fantastic set of top-tier early stage funds including Autotech Ventures, Founder Collective, and Correlation Ventures.

Position Overview:

We are seeking an Onboarding Specialist who will oversee the complete onboarding journey, collaborating cross-functionally with the Sales, Product, and Customer Success teams to ensure a smooth and play a key role in delivering exceptional customer experiences. This role requires excellent project management skills to handle customer account setups, coordination with internal teams, and timely execution of the onboarding process. You will be at the forefront of engaging with customers, ensuring they are well-prepared to use our platform, and have all the support they need during the early stages of their relationship with our company.

Key Responsibilities:

• End-to-End Onboarding Process: Manage the entire onboarding lifecycle for new clients, ensuring successful account setup, product implementation, and initial customer training.
• Cross-Functional Collaboration:
  • With Sales: Work closely with the Sales team to ensure smooth transitions from closed deals to onboarding, ensuring customer expectations are set properly and project requirements are aligned.
  • With Product: Partner with the Product team to ensure that customer feedback is captured during the onboarding process and to advocate for product improvements based on client needs and challenges.
  • With Customer Success: Align with the broader Customer Success team to ensure continuous post-onboarding support, identifying opportunities for customer retention and expansion.
• Project Management & Account Setup: Take ownership of all aspects of client account setups, working with customers to ensure correct configurations, integrations, and customizations of the platform. Manage the timeline, resources, and milestones to ensure timely delivery of onboarding goals.
• Customer Training & Support: Provide hands-on training and support, including live sessions, personalized training materials, and self-service resources (such as customer-facing documentation, training videos, FAQ’s etc.), ensuring customers are comfortable using the product from day one.
• Process Optimization & Reporting: Continuously assess and improve the onboarding workflow, making adjustments based on customer and internal feedback, and key onboarding success metrics (e.g., time-to-value, churn rates, initial usage, onboarding scores etc.). Ensure processes scale with company growth and product updates and report out insights to the leadership team.

Skills You’ll Need To Bring:

• 2-5 years of experience in customer-facing roles (onboarding, project management, customer success, training) in B2B SaaS or GovTech, ideally collaborating with Sales and Product teams
• Strong project management and organizational abilities to handle multiple client accounts and timelines
• Excellent communication skills for setting expectations, managing deliverables, and resolving issues with internal and external stakeholders
• Technical fluency with SaaS tools (e.g. Hubspot, Notion, etc.)