Onboarding Specialist

Position Title:  Onboarding Specialist

Location: Remote

Who We Are:

As Nelson Mandela said, “Sport has the power to change the world. It has the power to inspire. It has the power to unite people in a way that little else does.” 

At LeagueApps, we agree. Mission-driven at our core, every member of our team is committed to a world where all kids and communities can benefit from youth sports. We help leading youth sports organizations operate, engage, and win with the industry's most comprehensive youth sports management platform. We power thousands of clubs, camps, tournaments, and leagues, and reach millions of participants each day.

Beyond our technology, we’re focused on developing the industry’s youth sports leaders through our NextUp: Youth Sports Management Community—providing them with opportunities for professional development and networking. Through events, content, and leadership development programming, we’re taking youth sports management to the next level. Through our FundPlay program, we provide support to sports-based youth development organizations that bring sports experiences to hundreds of thousands of underserved kids and communities. We are also founding members and leaders of the PLAY Sports Coalition, a group that advocates for youth sports at the national level.

Role Mission:

The Onboarding Specialist owns each new partner’s Year 1 onboarding experience, picking up from Sales and guiding them through the full activation process to ensure they find value in our platform quickly and confidently. In this role, you will manage all phases of partner onboarding—from the kickoff call through transacting, platform training, and activation of every planned Year 1 expected program—across a diverse portfolio of new accounts. A partner’s first program launch is a major milestone, but onboarding is complete only when every planned Year 1 program is closed and the partner graduates to their long-term LeagueApps team. You will be responsible for driving strong activation rates across your book of business while maintaining an efficient and consistent approach to every partner launch. Your ability to build trust, set clear expectations, and keep onboardings on track will be the key to your success in this role.

What You’ll Do:

• Manage all phases of partner onboarding, launch, and activation across your assigned portfolio, including:
  • Initial Kickoff Calls
  • Program Builds and Activations
  • Platform Training Sessions and Enablement
  • Handoff Calls
• Conduct 45–60 minute 1:1 training sessions with new partners, guiding them through platform setup and the capabilities most relevant to their organization, from core features to newer functionality being released.
• Maintain an active book of business of onboarding partners, managing multiple launches simultaneously with consistency and care.
• Drive strong activation rates of new partner EARR sold through timely, consistent follow-up and proactive partner engagement, including continued monitoring of upcoming Year 1 launches after a partner begins transacting.
• Keep every planned Year 1 program current in Gainsight, updating timing and status as partner plans change and closing each as won or lost. A partner’s first transaction does not end your ownership while other Year 1 programs remain open.
• Complete internal pre-kickoff preparation, including reviewing Salesforce Launch Handoffs, confirming gateway setup, and building partner-specific onboarding decks.
• Perform consistent follow-up with partners and never end a call with an unactivated partner without the next meeting scheduled.
• Triage and route partner issues appropriately—escalating troubleshooting, member management, and gateway items to the Support team via warm handoffs.
• Spot-check partner accounts in the LeagueApps management console and Gainsight to confirm accuracy of rates, org details, and launch status.
• Maintain accurate records in Gainsight, keeping all launch details, ongoing programs, onboarding CTAs, and session notes up to date.
• Prioritize your book of business strategically, allocating time based on partner EARR, responsiveness, and estimated transacting start date.
• Set clear boundaries with partners around scheduling, scope of work, and timelines to ensure efficient onboarding and protect your capacity.
• Collaborate with Sales Consultants on smooth handoffs and loop in your manager when partner escalations or boundary issues arise.
• Partner with the CSM, who joins kickoff and supports escalations for accounts at $10K and above, and route Year 1 commercial conversations back to the seller.
• Confirm handoff readiness before any transition. 
• Schedule and lead the handoff call, preparing the receiving CSM, Account Manager, or Support team with partner history, call recordings, wins, risks, and open items.
• For accounts under $10K, send the graduation follow-up and introduce LeagueApps Support as the partner’s primary resource.
• Be the face of LeagueApps to new partners throughout their first year on the platform!

Who You Are:

• 2+  years of experience in a customer-facing role such as onboarding, customer success, account management, or technical support, ideally at a SaaS company.
• Strong communicator with the ability to clearly explain platform concepts and processes to non-technical audiences.
• Highly organized and self-motivated, with excellent time management skills and the ability to manage a high-volume workload independently.
• Comfortable with ambiguity and quick to learn new tools and processes in a fast-paced environment.
• A natural relationship-builder who creates trust quickly and follows through on commitments.
• Detail-oriented, with a proven ability to manage multiple projects and deadlines simultaneously without letting things fall through the cracks.
• Resourceful and solutions-oriented—you assess issues before escalating and find ways to assist partners efficiently.
• Comfortable using tools such as Salesforce and Gainsight (or willing to learn quickly).
• Passionate about youth and professional sports and energized by the mission of bringing sports access to all kids and communities.
• Comfortable owning a longer partner lifecycle, from kickoff through Year 1 programming, with structured handoffs to CSMs, Account Managers, and Support.
• Likes—and needs—to win.

Compensation & Benefits: 

• Base Salary Band: $62,000 - $93,000
• Health Benefits: Medical, Dental, Vision coverage
• Commuter Benefits (if you commute to the NY Office)
• Home-Office Stipend
• Sports Leagues subsidies for employees and their children
• Cell phone and gym subsidies
• Mental Health Resources; Talk Space 
• Social impact opportunities through our FundPlay initiative that includes events and volunteering 

LeagueApps is an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We are committed to building a diverse, inclusive, and equitable organization, and to helping youth sports organizers across the country do the same. The duties listed are not exclusive and other duties may be assigned as needed or desired by the employer to meet business needs. The employer reserves the right to change, add to or eliminate positions as it deems appropriate. Your employment will be at-will, meaning you or LeagueApps Inc. may terminate the employment relationship at any time, with or without cause or advance notice, for any reason.Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes benefits, and other opportunities at LeagueApps. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal pay parity relative to other LeagueApps employees. We expect the majority of the candidates who are offered roles at LeagueApps to fall healthily throughout the range based on these factors.