Customer Onboarding Expert

<p><strong>About the Role</strong></p><p><span>As a <strong>Customer Onboarding Expert</strong>, you’ll play a key role in setting new customers up for long-term success with Scoro. You’ll guide them through a smooth onboarding process, drive product adoption, and ensure they start seeing value from day one. Your focus will be on managing onboarding projects, optimising workflows, and building strong client relationships.</span></p><p><span>You’ll work closely with Sales, Customer Success, Product, and Support teams to deliver a seamless, high-quality experience for every new customer.</span></p><p><span>The ideal candidate has <strong>proven experience in Project Delivery and/or Customer Success</strong> within a SaaS environment, excellent communication skills, and strong commercial awareness. You should feel confident collaborating with cross-functional teams across multiple regions and time zones.</span></p><p><span>This role is open to candidates based in <strong>Estonia or Latvia</strong>. Some flexibility is required to support projects in the Australia and New Zealand time zones.</span></p><p><span>👉 Learn more about the Service Delivery Division in </span><a target="_blank" href="https://www.scoro.com/blog/a-chat-with-loore-kaaramees-life-as-a-service-delivery-manager-at-scoro/"><span>this blog post</span></a><span> featuring our hiring manager, Loore.</span></p><figure data-alignment="left" class="relative" style="width:fit-content;margin-left:0px;margin-right:auto;"><img src="https://images.teamtailor-cdn.com/images/s3/teamtailor-production/original-v3/image_uploads/0e03516a-7410-427d-83f0-9599ff73bda7/original.jpeg" alt="" title="" data-alignment="left"></figure><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">What will you do</strong></span></p><ul><li><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">Lead end-to-end onboarding for new customers </strong>–<strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190"> </strong>keeping projects on track, hitting milestones, and resolving critical issues when they escalate.</span></p></li><li><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">Be the primary point of contact during onboarding </strong>– building strong relationships, sharing best practices, and guiding customers through setup and adoption.</span></p></li><li><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">Partner closely with Sales, Product, Support, and Customer Success </strong>to make the handoff and onboarding experience seamless.</span></p></li><li><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">Work across European, APAC, and occasional US time zones, </strong>adjusting your schedule to match your portfolio.</span></p></li><li><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">Spot process gaps, track customer satisfaction, </strong>and flag risks early to reduce churn and improve efficiency.</span></p></li><li><p><span><strong id="docs-internal-guid-2b466c27-7fff-b39b-ffc8-473707ba2190">Own your customer portfolio's financial outcomes: </strong>onboarding revenue, retention rates, and forecasting.</span></p></li></ul><hr><p><span><strong id="docs-internal-guid-66934db4-7fff-d537-39c9-c6eb182eaea4">You’d be a great fit if you have</strong></span></p><ul><li><p><span><strong id="docs-internal-guid-66934db4-7fff-d537-39c9-c6eb182eaea4">3+ years of experience </strong>in<strong id="docs-internal-guid-66934db4-7fff-d537-39c9-c6eb182eaea4"> project delivery and customer onboarding in a SaaS company</strong>, working with enterprise, mid-market, or SMB/XS accounts to drive adoption.</span></p></li><li><p><span>A<strong id="docs-internal-guid-66934db4-7fff-d537-39c9-c6eb182eaea4"> strong understanding of service management frameworks </strong>and best practices to enhance customer success and operational efficiency.</span></p></li><li><p><span><strong id="docs-internal-guid-66934db4-7fff-d537-39c9-c6eb182eaea4">Excellent communication, interpersonal, and negotiation skills</strong> to build meaningful relationships and support customer growth.</span></p></li><li><p><span><strong id="docs-internal-guid-66934db4-7fff-d537-39c9-c6eb182eaea4">Commercial and analytical acumen</strong> to identify opportunities, foster long-term customer success, and drive retention.</span></p></li><li><p><span>The ability to <strong>work independently and collaboratively</strong> in a supportive team environment.</span></p></li><li><p><span><strong>Strong problem-solving and decision-making skills</strong>, with a proactive and solutions-focused approach.</span></p></li><li><p><span>A<strong> proactive mindset</strong> that fosters teamwork, accountability, and continuous learning.</span></p></li><li><p><span><strong>Great time management skills </strong>to balance priorities while maintaining a healthy work-life balance.</span></p></li><li><p><span><strong>Strong product presentation skills</strong> to effectively demonstrate value.</span></p></li><li><p><span><strong>Fluency in English</strong> (both written and spoken) is essential.</span></p></li></ul><p><strong>Bonus point for</strong></p><ul><li><p><span>Experience with tools like Zendesk, Planhat, or other <strong>customer success platforms</strong>.</span></p></li><li><p><span>Background in the <strong>agency sector</strong>.</span></p></li><li><p><span><strong>Sales or pre-sales experience </strong>that supports customer growth.</span></p></li></ul><hr><p><span><strong id="docs-internal-guid-92316f63-7fff-801d-69ea-49cb65550f15">Here’s what awaits you at Scoro</strong></span></p><ul><li><p><span><strong>Possibility to Make an Impact: </strong>Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more.</span></p></li><li><p><span><strong>Stock Options Package: </strong>Be part of Scoro’s growth and share in our success.</span></p></li><li><p><span><strong>Health Benefits:</strong> Three paid medical days, option to choose between health insurance (or Stebby compensation for Estonian-based candidates), and mental health services.</span></p></li><li><p><span><strong>Hybrid Work:</strong> We don’t have mandatory office days. Join us in our cozy Tallinn or Riga office, or work from wherever you feel most productive.</span></p></li><li><p><span><strong>Annual Leave:</strong> Over 5 weeks of paid time off, with the freedom to use your vacation days flexibly, whether that’s a single day or a longer break.</span></p></li><li><p><span><strong>Loyalty Days: </strong>1-5 extra holiday days per annum based on tenure.</span></p></li><li><p><span><strong>Continuous Learning: </strong>Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.</span></p></li><li><p><span><strong>Community and Activities: </strong>Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities.</span></p></li><li><p><span><strong>Global Gatherings:</strong> Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.</span></p></li><li><p><span><strong>Unique Company Culture: </strong>A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on </span><a target="_blank" href="https://www.instagram.com/teamscoro/"><span>Instagram</span></a><span> and </span><a target="_blank" href="https://www.scoro.com/blog/category/scoro/"><span>Scoro’s Blog</span></a><span>.</span></p></li></ul><p><span>The <strong>monthly gross salary range</strong> for this role is <strong>€2,800-3,000</strong>, depending on experience, plus a <strong>6% quarterly bonus of OTE</strong> based on individual and team performance.</span></p><hr><p><span><strong id="docs-internal-guid-5ebc1f80-7fff-f6a8-ec1c-3d648c48e74a">What happens next</strong></span></p><p><span><strong>Send your application in English</strong>, and we’ll be in touch soon. We start screening candidates right away, so the sooner you apply, the better.</span></p><p><span><strong id="docs-internal-guid-5ebc1f80-7fff-f6a8-ec1c-3d648c48e74a">The interview stages are</strong></span></p><ul><li><p><span>Recruiter screening call (online)</span></p></li><li><p><span>Hiring manager interview (online)</span></p></li><li><p><span>Home assignment presentation (online)</span></p></li><li><p><span>Cognitive Test - Tripod test (online)</span></p></li><li><p><span>Team meeting (office or online)</span></p></li></ul><p><span>If you're curious to <strong>learn more about our recruitment process </strong>and what we look for in candidates, check out our blog post:</span><a target="_blank" href="https://www.scoro.com/blog/how-we-recruit-at-scoro-a-sneak-peek-inside/"><span> How We Recruit at Scoro: A Sneak Peek Inside</span></a><span>.</span></p><p><span><strong>Please know</strong> that at Scoro, we're an<strong> equal opportunity employer </strong>and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</span></p>