Customer Onboarding Expert
About the Role
As a Customer Onboarding Expert, 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. You’ll work closely with Sales, Customer Success, Product, and Support teams to deliver a seamless, high-quality experience for every new customer. The ideal candidate has proven experience in Project Delivery and/or Customer Success 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. This role is open to candidates based in Estonia or Latvia. Some flexibility is required to support projects in the Australia and New Zealand time zones. 👉 Learn more about the Service Delivery Division in this blog post featuring our hiring manager, Loore. What will you do Lead end-to-end onboarding for new customers – keeping projects on track, hitting milestones, and resolving critical issues when they escalate. Be the primary point of contact during onboarding – building strong relationships, sharing best practices, and guiding customers through setup and adoption. Partner closely with Sales, Product, Support, and Customer Success to make the handoff and onboarding experience seamless. Work across European, APAC, and occasional US time zones, adjusting your schedule to match your portfolio. Spot process gaps, track customer satisfaction, and flag risks early to reduce churn and improve efficiency. Own your customer portfolio's financial outcomes: onboarding revenue, retention rates, and forecasting. You’d be a great fit if you have 3+ years of experience in project delivery and customer onboarding in a SaaS company, working with enterprise, mid-market, or SMB/XS accounts to drive adoption. A strong understanding of service management frameworks and best practices to enhance customer success and operational efficiency. Excellent communication, interpersonal, and negotiation skills to build meaningful relationships and support customer growth. Commercial and analytical acumen to identify opportunities, foster long-term customer success, and drive retention. The ability to work independently and collaboratively in a supportive team environment. Strong problem-solving and decision-making skills, with a proactive and solutions-focused approach. A proactive mindset that fosters teamwork, accountability, and continuous learning. Great time management skills to balance priorities while maintaining a healthy work-life balance. Strong product presentation skills to effectively demonstrate value. Fluency in English (both written and spoken) is essential. Bonus point for Experience with tools like Zendesk, Planhat, or other customer success platforms. Background in the agency sector. Sales or pre-sales experience that supports customer growth. Here’s what awaits you at Scoro Possibility to Make an Impact: Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more. Stock Options Package: Be part of Scoro’s growth and share in our success. Health Benefits: Three paid medical days, option to choose between health insurance (or Stebby compensation for Estonian-based candidates), and mental health services. Hybrid Work: We don’t have mandatory office days. Join us in our cozy Tallinn or Riga office, or work from wherever you feel most productive. Annual Leave: 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. Loyalty Days: 1-5 extra holiday days per annum based on tenure. Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy. Community and Activities: Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities. Global Gatherings: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn. Unique Company Culture: A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on Instagram and Scoro’s Blog. The monthly gross salary range for this role is €2,800-3,000, depending on experience, plus a 6% quarterly bonus of OTE based on individual and team performance. What happens next Send your application in English, and we’ll be in touch soon. We start screening candidates right away, so the sooner you apply, the better. The interview stages are Recruiter screening call (online) Hiring manager interview (online) Home assignment presentation (online) Cognitive Test - Tripod test (online) Team meeting (office or online) If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside. Please know that at Scoro, we're an equal opportunity employer 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. Apply To This Job