Our client in Plano, Texas is seeking an Onboarding & Customer Success Specialist. This is a client-facing, hybrid role responsible for delivering a high-quality onboarding experience while driving early and ongoing customer success. This position ensures new dealership clients are successfully introduced to the platform, thoroughly trained, and supported beyond go-live to promote long-term adoption, satisfaction, and retention.
Serving as a key bridge between Sales, Implementation, Support, and Operations, this role provides structured onboarding, role-based training, proactive account audits, and retention-focused outreach to ensure consistent and measurable customer outcomes.
Key Responsibilities
Onboarding & Training
- Collaborate with the Director of Operations to develop and maintain structured training materials for both customers and internal teams
- Lead or co-lead onboarding and training sessions alongside the Director of Operations to ensure consistency and quality
- Create and update training documentation and presentation decks based on Master Class recordings and key training sessions
- Deliver structured training sessions for dealership Administrators and Advisors, ensuring clear understanding of workflows, system navigation, and daily usage
- Partner with Implementation and Operations teams to ensure onboarding milestones are completed on time
- Maintain onboarding and training documentation, recorded resources, and learning materials
- Ensure onboarding quality standards are met prior to and immediately following go-live
Proactive Audits & Quality Control
- Conduct post go-live audits (one week after launch) to assess account health, pending payments, feature usage, and configuration accuracy
- Analyze platform and CRM data to identify customers not fully utilizing core features
- Recommend corrective actions and submit Support tickets for required updates or activations
- Validate issue resolution and follow up with customers to confirm satisfaction
Support Coordination & Escalation
- Route all configuration, reporting, and system update requests through the HubSpot Help Desk
- Monitor ticket progress and ensure timely resolution
- Escalate behavioral concerns, process non-compliance, and refund-related matters to the Director of Operations
- Ensure compliance with approval requirements for credits and refunds
- Identify and communicate recurring issues, risks, and improvement opportunities to Operations and Leadership
- Support Leadership with ad hoc tasks as needed
Documentation & Systems Management
- Log all onboarding, training, and retention activities in HubSpot, including calls, meetings, tasks, and follow-ups
- Maintain organized task statuses and tags to support visibility, accountability, and reporting
- Ensure documentation accuracy to support effective cross-functional collaboration