Customer Onboarding Specialist

Buildernis the #1 Construction Management Platformthat helps residential and commercial builders control projects from estimating to financials in one place. Our tools support teams with clear workflows, real-time insights, and a streamlined approach to day-to-day operations.

As we grow, we’re looking for a Customer Onboarding Specialist who can help us tell our story, reach more builders, and build a strong digital presence in an industry that’s ready for change.

The Customer Onboarding Specialist will lead the onboarding journey for new customers, delivering structured training sessions, understanding how each company operates, and tailoring Buildern to fit their workflows and processes. Beyond onboarding, the Customer Onboarding Specialist will manage a portfolio of customers, helping them get the most value from the platform by introducing relevant features and best practices. This role also includes proactively working with at-risk accounts, identifying challenges early, and resolving issues to support long-term customer success and retention.

This role is ideal for someone who enjoys teaching, cares deeply about customer outcomes, and takes strong ownership of their work.

What you will do:

• Own the entire process of customer onboarding (kickoff to go-live); be the main point of contact until customers are self-sufficient
• Map each customer’s workflows and configure Buildern to fit their business needs
• Deliver A-Z training on core modules
• Prep/import customer data (CSV/Excel) and QA results
• Support customer data preparation and system configuration, including assisting with QuickBooks/Xero connections
• Track time-to-first-value milestones (such as first estimate, PO, or bill) and collaborate with Support and Product teams to remove blockers and turn customer feedback into product improvements
• Remove blockers (troubleshooting, clean escalations) and assure a smooth Success Transition
• Act as Account Owner after the onboarding process, scheduling recurring meetings with the customers and regular check-in sessions to ensure client satisfaction and sentiment

What you will bring:

• 2-3 years in a customer-facing B2B SaaS role (Onboarding, Implementation, CSM or Support)
• Proven teaching/training ability: can run clear live sessions and produce simple follow-ups (docs or short videos)
• Empathy and ownership mindset: proactive communication, reliable follow-through
• Familiarity with trades workflows; able to map how the client company workflows to the software
• Accounting basics (chart of accounts, AP/AR, taxes)
• Comfortable with data prep/imports (CSV/Excel) and basic troubleshooting with reproducible steps
• Strong written and spoken English; organized notes and customer-facing writing
• Tooling: Zoom (or similar), Intercom(or other helpdesk), Jira
• Flexibility to align working hours with customer availability across time zones

Nice-to-haves

• Experience in Construction Trades. (GCs, subcontractors)
• Knowledge of Construction modules (Estimating, Cost Codes, Purchase Orders)

Work Schedule:

This is an office-based role with working hours from 16:00 to 01:00, aligned with the time zones of our customers to ensure timely communication and support.

Why Join Buildern?

You’ll be part of a fast-growing startup building an industry-leading construction management platform with a modern tech stack. At Buildern, you’ll grow quickly, take ownership of meaningful projects, and collaborate with a passionate team shaping the future of construction tech. If you thrive on energy, innovation, and real responsibility-this is the place.