Customer Onboarding Specialist

Skimmer is on a mission: to modernize the pool and spa service and repair industry. We’re a private equity-backed company with 5000+ customers using Skimmer’s pool service software and running their businesses the modern way. But we’re not stopping there (there are over 70,000 pool service companies in this surprisingly large “niche” space).

Our customers love us almost as much as we love them (check out our reviews and our NPS score of 68!) and our team thinks we’re a pretty great place to work, too, as evidenced by our smashing eNPS score of 69.

We’re looking for big thinkers with small egos, so let’s dive in!

• Realize our customers' success is our success.
• Build humble, diverse teams who have fun winning.
• Drive results with urgency.
• Earn trust through transparent communication.

We are seeking a passionate and detail-oriented Onboarding Specialist to join our Customer Success team. The ideal candidate will excel at driving adoption of our platform by our hard-working customers, using adaptability and persistence to get everyone across the finish line.

This role requires a combination of technical acumen, exceptional communication skills, and a customer-first mindset.

• Onboard new customers: Lead new customers through the onboarding process, ensuring they understand and are comfortable with our platform and its features.
• Conduct product training: These live and/or virtual training sessions will introduce new customers to product functionalities and best practices.
• Collect feedback: Gather and relay feedback from new users to the product and development teams to help enhance the user experience.
• Build relationships: You will develop strong relationships with strategic customers, understanding their unique needs and business goals to ensure their success with our product.
• Monitor Onboarding Metrics: Track customer progress and onboarding milestones, ensuring all customers have the tools and knowledge needed to succeed.
• Troubleshoot: Assist customers with any technical or process-related challenges they may encounter during the onboarding phase.
• Work collaboratively: You’ll work closely with Skimmer sales, product, and support teams to ensure a seamless handoff and ongoing customer satisfaction.
• Resource development: Assist in creating onboarding materials, such as guides, videos, and tutorials, to facilitate the customer onboarding process.
• You will also have a kick-ass time! 🏊

• Within your first month, you will deftly handle phone calls and emails from customers seeking support.
• Within your first two months, you will independently manage your own onboarding pipeline.

Requirements

• Bachelor's degree or equivalent experience in customer service or related field.
• A minimum of 2 years of experience in a customer success or client-facing role (bonus points for experience in vertical SaaS, online payments, field service management, and/or SMB).
• Strong communication and interpersonal skills.
• Outstanding ability to explain technical concepts to a non-technical audience.
• Detail-oriented with strong organizational skills.
• Proficient with CRM systems like HubSpot.
• Proficient in Excel/Google Sheets.
• A passion for ensuring customer success and fostering positive relationships.

Benefits

• Competitive base pay + bonus
• Generous medical, dental, and vision plans
• Immediate access to 401(k) with company match
• Flexible PTO (minimum of 10 days required every year)
• 12 weeks paid parental leave, 6 weeks paid leave for supporting partner
• Remote work friendly (Skimmer HQ is in Austin, but you’re welcome to work wherever you're most productive - over half of our team is fully-remote)
• Comprehensive learning and development budget
• A manager committed to your development

Skimmer is an early-stage company bringing technology to the 85% of the swimming pool service industry that currently uses pen and paper to run their businesses. Skimmer was acquired by seasoned private equity investors, was relocated to Austin, and is now being led by a successful entrepreneur. We have a 75 Net Promoter Score, over 4,200 customers, and we're doubling every year. We are making a substantial investment in promoting our best-in-class product and need talent to help us achieve our ambitious growth plans. Skimmer is incredibly focused on ensuring all employees are strong cultural fits. We are a small team in a fun, refurbished bungalow in Central Austin, and it’s critical that employees share our values, work ethic, and desire to have fun while winning.