Onboarding Analyst, Customer Success

The Role

You’ll be the engine that keeps customer onboardings moving. Working directly under Doxel’s senior Enterprise Implementation Manager, you’ll own the coordination layer of implementation: knowing exactly what each onboarding needs, tracking it across the internal teams who supply it, and chasing down the gaps before they slip. When a project stalls because a file is missing or a stakeholder went quiet, you’re the person who catches it first.

This is a hands-on, detail-heavy role for someone who takes pride in making sure nothing falls through the cracks. You’ll start by supporting your manager’s accounts and, as you prove you can reliably drive onboardings to completion, you’ll earn increasing direct ownership of customer relationships and accounts of your own.

If you like seeing the impact of your work in days, not quarters, and you want a clear path to grow into a full implementation role, this is that opportunity.

This role is based remotely on the East Coast, with flexibility to overlap with EMEA hours.

Your Day to Day

• Own the requirements for each onboarding in your portfolio - know what “done” looks like and track every open item against it
• Coordinate across the internal teams who supply pieces of each implementation, holding them accountable for deliverables on time
• Request, arrange, validate, and prepare onboarding files to ensure timely, accurate delivery
• Track status across multiple concurrent onboardings and surface what’s outstanding, stuck, or at risk before it becomes a problem
• Flag risks early to your manager with the context needed to act - and propose a path forward, not just the problem
• Liaise between department stakeholders to keep everyone aligned on project status
• Support customer-facing communication on assigned accounts, growing into direct ownership as you build trust and judgment
• Communicate clearly and concisely in writing - email and async updates are the primary way work gets done
• Spot friction in how onboardings run and bring observations forward to help improve the process

What Success Looks Like

• Earn increasing ownership of customer-facing accounts as you demonstrate judgment and reliability in driving onboardings to completion
• Spot friction in how onboardings run and bring recommendations forward to improve the process for the organization
• Manage multiple concurrent onboardings and customer projects

What You Bring

• 2+ years in SaaS environment
• 2+ years in Operations, Support, Project Coordination, Analytics, or similar - with a history of tracking and driving measurable improvements
• Comfortable holding many threads at once - you can coordinate several workstreams that each depend on other people without losing track of any
• Process and structure-driven, with a real method for tracking dependencies
• Curious and quick to learn - you ask good questions, seek to understand the “why,” and pick up new tools and processes quickly
• Meticulously organized with excellent written communication skills
• Coachable and self-aware - you take direction well, learn why the system works, and bring your own perspective once you have the context
• Proactive and self-motivated, you’re a beacon of positivity and enthusiasm
• High aptitude and willingness to continually learn new technologies
• Adaptable to ever-evolving processes, with strong personal initiative to execute
• Comfortable supporting US and EMEA times
• Travel to our mandatory quarterly business reviews (QBRs) 4X per year and additional travel as needed

Preferred Experience

• A background or exposure to commercial construction, engineering, and/or design is a big plus
• Experience supporting SaaS implementations or customer onboarding
• Familiarity with project coordination, CRM, or customer success tooling
• Experience with Planhat or other similar CSPs

Benefits & Company Culture

• Competitive Base Salary + Equity Package
• Remote first culture (for most roles)
• Comprehensive Health Insurance (Medical, Dental, Vision)
• Home Office Stipend
• Monthly allowance for cell phone and internet
• Flexible PTO, generous company holiday policy