Onboarding Specialist

Job description

The Role At Uscreen, we help creators build something that lasts, powering independent video businesses to build sustainable revenue and scale their impact. As an Onboarding Specialist, you'll play a critical role in delivering a seamless and empowering experience for new Uscreen customers. From first contact through launch, you'll guide customers through the onboarding journey and ensure successful adoption of our platform. You'll partner closely with cross-functional teams to coordinate smooth, timely launches for customers with more complex needs, making sure every detail is aligned for success. In this role, you'll blend project management, platform expertise, and customer relationship building to create a strong foundation for long-term success. You'll do it inside an AI-native team: we treat AI as a core part of how we work, using it to move faster, personalize every customer touchpoint, and spend more of our time on the high-judgment work that actually drives launches. This role is ideal for someone who thrives in fast paced, high touch environments, is energized by using AI to raise the bar on their own output, and is excited to support customers with unique needs. 🚀 What you'll do Serve as the primary point of contact for new customers during their onboarding and platform launch. Manage an onboarding book of business of 50 to 80 customers at a time, keeping every launch organized, on track, and moving toward activation. Deliver a proactive, high-touch onboarding experience for our high-value customers, using AI to tailor communications, anticipate needs, and keep every launch on track. Guide customers step-by-step through platform setup, configuration, and activation. Deliver training, product education, and light technical support so customers feel confident using the platform, building and refining reusable resources (guides, templates, walkthroughs) with the help of AI tools. Partner with internal launch stakeholders, including the App Launch and Migrations teams, to coordinate seamless platform activations, ensuring customer assets, apps, and data are delivered on time, accurately, and aligned with launch expectations. Drive adoption and reduce time-to-value by aligning onboarding activities with customer goals and ROI expectations. Monitor progress and proactively surface blockers or risk factors that could delay launch or affect customer satisfaction, using AI-assisted workflows to track portfolio health at scale. Communicate with your customer portfolio via email, phone, video, and SMS, based on customer preferences and urgency. Use AI daily to draft customer-facing communications, summarize calls and account context, prep for kickoffs, and automate repetitive steps, then apply your own judgment to make the output accurate, on-brand, and genuinely helpful. Contribute to how the team works with AI by sharing prompts, workflows, and improvements that make onboarding faster and better for everyone. Support internal feedback loops by sharing onboarding insights with the product, support, and customer success teams. 🔥 What You Bring 3+ years of experience in Implementation, Customer Success, or Account Management, ideally in a SaaS environment. Hands-on experience using AI tools (e.g. ChatGPT, Claude, or similar) in your day-to-day work, with a track record of using them to improve the quality, speed, or consistency of your output. This is a core requirement of the role. Strong judgment for when to rely on AI and when to step in. You review AI output critically and take ownership of accuracy, tone, and customer impact. Proven ability to manage multiple onboarding projects simultaneously with exceptional attention to detail. Strong communication and relationship-building skills, with a proactive, customer-first mindset. Confidence explaining technical concepts in a simple, approachable way. Experience collaborating cross-functionally to execute client deliverables on time. High adaptability, a sense of urgency, and comfort working remotely. Curiosity and a growth mindset toward emerging AI tools and workflows. You're excited to experiment and keep leveling up how you work. Familiarity with platforms related to video hosting, content creation, or digital communities is a bonus. Passion for helping customers succeed and a team-player attitude. 💛 How We Work, Our Values These are the five values we hold ourselves to, and what they look like in this role: Customer Obsessed. You treat every creator's business like it's your own, going above and beyond to surprise and delight through responsiveness, care, and a willingness to do whatever it takes. Push the Pace. You move quickly to make progress and keep launches in motion. You launch, learn, and make it better every day, including how you use AI to move faster. Own the Outcome. You do what you say you'll do and take accountability for successful, on-time launches, owning the result whether the work is yours or AI-assisted. Simplicity Wins. You make complex platform concepts easy for customers to understand, decide on, and use. Go Further Together. You invest in your relationships with teammates, customers, and partners, building the trust that defines our success. Our Commitment to You We will compensate you competitively. It's a marathon, not a sprint. We'll make sure you have a clear growth plan to help you reach the next level at Uscreen. 100% Remote. Work from wherever your heart desires, as long as you have stable internet and a conducive workspace. Our flexible, unlimited PTO policy encourages every team member to take the time they need to unwind and recharge. We also offer flexible parental leave. Your home office should be ergonomic and inspirational to help you make some magic. We'll give you a generous WFH stipend to help you set one up. And if WFH isn't for you, we're happy to pay for your coworking space.