Senior Onboarding Specialist

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Experience, SaaSIndustries

Requirements

Candidates should have 4+ years of experience in customer success management or a related field, including onboarding customers in a highly technical SaaS environment. Demonstrated experience teaching and training highly technical SaaS products to Enterprise customers with an ARR above $250K is required, along with a proven track record of documenting and proactively communicating goals and successful outcomes of onboarding engagements. Experience successfully leading and project managing multiple enterprise onboarding projects, with a track record of anticipating customer needs and mitigating potential roadblocks is also necessary. A PMP certification or similar project management credentials is a preferred qualification.

Responsibilities

The Senior Onboarding Specialist will serve as a strategic advisor and platform expert for high-value customers, ensuring their initial Fullstory journey aligns with their business objectives. This role involves mastering Fullstory's platform and associated products to deliver strategic guidance and technical training, primarily to Enterprise-level customers. Responsibilities include implementing standardized yet customizable onboarding packages to accelerate adoption, build advocacy, and secure long-term retention. The specialist will deliver structured, time-bound onboarding engagements, build deep relationships with new customers, and ensure customers maximize ROI by providing expert guidance on platform features, APIs, and products. They will leverage AI tools to analyze customer usage patterns, generate personalized adoption roadmaps, and automate follow-up processes. Additionally, the role involves making strategic recommendations, tactical suggestions, and highlighting industry best practices to inspire customer success, and proactively identifying retention risks through data analysis to implement targeted intervention strategies.

Skills

Onboarding

Customer Success

Platform Expertise

Technical Training

API Guidance

AI Tools

Data Analysis

Strategic Recommendations

Customer Relationship Management

FullStory

Digital experience analytics platform for businesses

About FullStory

FullStory provides a platform for digital experience analytics, allowing businesses to understand user interactions on their websites and mobile apps. The platform captures and analyzes these interactions, helping companies identify issues and optimize user experiences to enhance conversions and customer satisfaction. FullStory serves a variety of clients, including e-commerce, financial services, and travel companies, making it applicable to any business with a digital presence. Operating on a Software-as-a-Service (SaaS) model, clients subscribe to the platform and pay a recurring fee based on their usage and required features. This model allows for scalability and offers different pricing tiers to accommodate businesses of all sizes. FullStory's goal is to improve online user experiences through detailed insights and data analysis.

Atlanta, GeorgiaHeadquarters

2014Year Founded

$189.9MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Access 6 subsidized sessions with a coach per year

99% of health insurance premiums covered; 75% for dependents

Annual learning subsidy

Fully distributed workforce

Generous parental leave policy

10 days of company holidays

Unlimited time off

401(k) with a $2 to $1 match

Risks

UserTesting's new integrations may offer more comprehensive solutions than FullStory.

Rapid AI evolution in e-commerce could outpace FullStory's current offerings.

Jason Wolf's appointment may lead to short-term disruptions during strategic changes.

Differentiation

FullStory offers pixel-perfect session playback for detailed user interaction analysis.

The platform provides AI-ready behavioral data, enhancing digital experience insights.

FullStory's SaaS model allows scalable solutions for businesses of all sizes.

Upsides

Growing demand for AI-driven personalization boosts FullStory's market potential.

Partnership with Google Cloud enhances FullStory's AI capabilities.

Recognition in Deloitte Technology Fast 500 highlights FullStory's rapid growth.

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