Customer Onboarding Specialist

Manage the end-to-end onboarding of new customers by assessing needs, configuring accounts and tools, setting success metrics, guiding customers through onboarding, aligning expectations, documenting processes, maintaining records and reports, coordinating with internal teams and external partners, and escalating issues when necessary.

Responsibilities

• Coordinate and deliver pre-sales assessments.
• Assess customer needs and define service scope, success metrics, and product configuration.
• Recommend service packages based on abuse types, customer intellectual property, and enforcement volume.
• Guide customers through onboarding, gather requirements, and communicate next steps.
• Align customer expectations with service scope and manage handoffs to operations.
• Create and improve process documentation and standard operating procedures and train team members.
• Manage a global onboarding pipeline and prioritize time-sensitive deliverables.
• Coordinate with external partners and Product and Engineering and escalate issues as needed.
• Maintain onboarding records and reports and implement process improvements.

Requirements

• 3+ years of experience in customer onboarding, implementation, project management, or customer success, ideally in a SaaS or technology environment.
• Interest in or exposure to brand protection, intellectual property, e-commerce, or online marketplaces is a plus; deep expertise is not required.
• Excellent organizational skills and ability to manage multiple customer projects across global time zones.
• Strong verbal and written communication skills and ability to lead customer-facing meetings.
• Detail-oriented and comfortable with structured processes, dashboards, data, and operational metrics.
• Proactive, solutions-oriented mindset with a bias toward process improvement.
• Collaborative and adaptable across Sales, Customer Success, Operations, and Product teams.
• Tech-savvy and a fast learner.
• Bilingual proficiency in Korean and English is required.
• Experience with SaaS onboarding, implementation, customer services, process documentation, training materials, or SOPs is a plus.