Customer Onboarding Specialist

Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams, and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high-growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States — we are fully remote. We have ambitious growth plans over the next five years, and that’s where you come in.

Job Summary:

As a Customer Onboarding Specialist at Sierra Interactive, you are the owner of the client onboarding journey and the primary point of accountability for ensuring new customers experience a smooth, successful transition from sale to site launch, and for supporting existing clients through account changes and platform adoption.

You’ll lead each client from contract to go-live, maintaining momentum, setting clear expectations, and building trust through proactive, high-touch communication. You’ll remove blockers, provide solutions, and ensure every client feels guided, informed, and supported.

This is not a behind-the-scenes role. You are expected to own outcomes, demonstrate strong client management skills, and drive measurable results for every project.

Key Responsibilities:

• Client Setup Ownership
• Own the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch.
• Drive client progress by sending proactive nudges and following up via email, phone, and Zoom to ensure clients stay on track.
• Guide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup.
• Monitor and manage onboarding tasks using internal project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed.
• Reignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward.
• Facilitate a smooth website go-live experience.
• Existing Client & Account Support
• Own account reactivations, package changes, and website template conversions for existing clients, guiding each through to completion with the same accountability and communication standard as new client onboarding.
• Manage go-live requests for sites completed through a new build, template conversion, or reactivation.
• Client Management and Relationship Building
• Act as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency.
• Anticipate client needs before they arise and communicate proactively to prevent confusion or frustration.
• Build confidence and trust with clients through empathy, professionalism, and accountability in every interaction.
• Collaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience, including clean, well-documented handoffs at each phase transition.
• Customer Activation and Adoption
• Serve as the primary point of contact post-sale through the completion of onboarding and training.
• Facilitate adoption by connecting clients with the Customer Education Team, providing self-service training resources, or answering basic platform questions.
• Identify at-risk clients early, including signs of hesitation or resistance to adopting the platform, and coordinate turnaround strategies with internal teams.
• Promote Sierra’s platform features that help clients achieve measurable success.
• Process Feedback and Refinement
• Own your feedback loop by collecting and sharing client insights to improve onboarding processes and materials.
• Collaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction.
• Educational and Product Guidance
• Provide first-line phone support for basic customer education questions during onboarding, including setup and “how-to” guidance on CRM features, IDX, and lead management.
• Escalate advanced training needs to the Customer Education Team and technical issues to Support.

Requirements

• Education: High school diploma or GED
• Experience: 1–3+ years working in customer support, project or account coordination, or customer success in a SaaS environment

Skills

• You take ownership of outcomes end-to-end without needing to be managed, and you follow through until the job is actually done.
• You communicate proactively, reaching out with updates and next steps before a client has to ask.
• You build trust and confidence quickly, with empathy and professionalism, even when a client is frustrated or a project is off track.
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.
• You’re highly organized and able to juggle a full portfolio of concurrent projects, re-prioritizing quickly as risks and deadlines shift.
• You coordinate smoothly across teams, keeping handoffs clean and other teams informed rather than working in isolation.

Subject Matter Knowledge

• Prior experience with customer onboarding is a plus.
• Experience with best practices for lead generation, digital marketing, or contact database management.
• Familiarity with content management systems and CRMs is a plus.
• Interpersonal Abilities
• You're a hard worker — both independently and in group settings — with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details.
• Working with people makes you happy. You're a talented communicator and can artfully break down something complex into smaller, consumable concepts.

Additional Requirements

• A team player who can collaborate effectively with cross-functional teams across the organization.
• A commitment to continuous learning and professional development.
• Prior experience working remotely or with distributed teams is preferred.
• Real estate experience is a plus.

Benefits

• Excellent medical, dental, and vision coverage. Full cost covered for employee, and option to add spouse/partner and dependents.
• 401k retirement plan (up to 4% matching).

• 15 days PTO, 10 paid holidays.

• 12 weeks of paid parental leave.