Onboarding Specialist, Supermetrics

• Ideally 1-2 years in a customer-facing role, such as sales development, onboarding, customer success or technical support
• Familiarity with performance marketing and the tooling used such as ad platforms, analytics tools and reporting destinations will be a huge plus!
• Comfort using data to spot trends and prioritise your own time across a large book of customers
• Clear, plain written communication, since much of your outreach will reach many customers at once
• Curiosity about automation and AI, and a practical view of where a person adds more value than a sequence does

Desirable

• This role exists to change that. You will own proactive outreach to self-serve customers during onboarding, and you will assist in delivering onboarding for our 1:1 approach. You will also help build the model that decides which customers need which kind of support. That model is being built now, so you will shape it rather than inherit it
• Run risk-based outreach to self-serve customers. This covers one-to-many communications for most customers and one-to-one contact where a customer's potential warrants it
• Diagnose why a customer is stuck. It could be a technical blocker, a use case mismatch, or not yet understanding the value. Hand genuinely technical issues to our Implementation Architects with clear context
• Help design and refine the risk-tiering model that triggers outreach, and give input on the AI and agentic tooling that supports customers getting started
• Feed patterns you see back to Product, Support and Customer Success, so that fixable friction gets fixed rather than repeated
• Assist in the delivery of 1:1 onboarding where needed
• Self-serve and Scaled customers are visible to the team every week, rather than only surfacing when they churn
• A first version of the risk-tiering model is agreed and in use