Customer Success - Onboarding Specialist

Location: Kalyaninagar, Pune, MH (in-office)

Timings: 5.30 PM to 2.30 AM IST

Domain: B2B SaaS

Role Overview:

We are seeking a proactive Customer Success - Onboarding & Implementation Specialist to help our B2B SaaS customers achieve success from day one. In this role, you'll own the post-sales onboarding journey - guiding customers through setup, integrations, and adoption - ensuring they realize value from our product quickly and sustainably. You'll collaborate closely with Customer Success, Engineering, and Product teams to ensure a seamless onboarding experience that drives long-term engagement and retention.

About ZenTrades:

ZenTrades is a growing product startup with a strong foundation in delivering AI-powered SaaS solutions (CRM + ERP) for Field Service Management. Our core focus is towards creating the future of Field Service Management, where trade service professionals will effortlessly harness the power of technology to streamline their operations, enhance customer experiences, and drive growth, thereby revolutionizing the trade services industry operations. ZenTrades' founding team comprises young engineers from top-tier universities such as UW Madison, and UC Berkeley alumni with solid domain knowledge having built top-notch products and implemented them at Fortune 500 companies.

The team is headquartered in Seattle, US and has its office in Pune, MH. With its robust CRM+ERP platform featuring a modular software architecture and integrated Generative AI capabilities, ZenTrades delivers a trade-specific operating system that caters to the unique needs of each trade. ZenTrades empowers tradesmen with an

AI assistant, LISA (co-pilot), to enhance their sales and service capabilities using Generative AI.

Key Responsibilities:

Customer Onboarding & Enablement:

- Serve as the primary point of contact during onboarding, leading implementation projects from kickoff to successful adoption.

- Develop tailored onboarding plans aligned with customer goals, technical requirements, and timelines.

- Deliver training sessions, workshops, and resources to drive product adoption across customer teams.

Implementation & Technical Setup:

- Configure product settings, user roles, and workflows to align with customer needs.

- Partner with relevant stakeholders to ensure smooth deployment and data migration where required.

Customer Success Alignment:

- Ensure onboarding milestones are achieved and documented for a smooth transition to long-term Customer Success Managers.

- Track adoption metrics, health scores, and implementation KPIs to identify risks and opportunities early.

- Collect customer feedback and collaborate with Product and Engineering to improve features, usability, and onboarding processes.

Relationship Management:

- Build trust with executive sponsors, project managers, and end-users by acting as a trusted advisor.

- Manage multiple concurrent onboarding projects while ensuring consistent, high-quality customer experiences.

- Establish strong foundations that drive renewals, expansion, and advocacy.

Qualifications & Skills:

- 2-5 years of experience in Customer Success, Implementation, or Solutions/Onboarding roles within a B2B SaaS company.

- Strong project management skills, with proven ability to manage multiple customer onboarding projects simultaneously.

- Technical aptitude - comfortable with APIs, SaaS integrations (e.g., Salesforce, HubSpot, Slack, SSO, BI tools), and troubleshooting.

- Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.

- Customer-first mindset with strong problem-solving skills and attention to detail.

- Familiarity with Customer Success and project management tools (e.g., Gainsight, Zendesk, Jira, Asana, or equivalent).

What We Offer:

- A customer-obsessed culture where you'll have ownership of the onboarding journey.

- Opportunities for professional growth within a fast-scaling SaaS company.

- A collaborative team environment with cross-functional exposure.

- Competitive compensation, benefits, and flexible work options.