Customer Onboarding Associate

Ply is a software company that assists home service contractors in managing their businesses more effectively. They are seeking a Customer Onboarding Associate to guide new customers through their initial experiences with the platform, ensuring successful adoption and satisfaction.

Responsibilities

• Customer onboarding: Guide new customers from kickoff to completion, leading a kickoff call and three structured check-in calls to support setup and adoption
• Configuration & training: Help customers configure Ply to match their workflows, train their teams on key features, and ensure they understand best practices
• Onsite implementation: Support customers through onsite implementations when purchased as part of their package — working directly on-location to drive adoption
• Handoff coordination: Manage smooth transitions from Sales to Onboarding, and from Onboarding to Customer Success, with clear documentation at every step
• Customer education: Identify gaps in understanding and proactively provide guidance on features, integrations, and workflows
• Operational excellence: Track onboarding milestones, maintain accurate records in our CRM, and surface recurring friction points to Product and Customer Success teams

Skills

• Bachelor's degree or equivalent experience
• Strong interest in customer-facing roles — Customer Success, Implementation, or Consulting
• Clear communicator who's comfortable leading meetings and presenting to customers
• Highly organized, with the ability to manage multiple onboarding timelines simultaneously
• Proactive, curious, and eager to learn new technology
• A collaborative, customer-first attitude and strong follow-through
• Internship or work experience in SaaS, customer success, consulting, or project management
• Experience presenting or training groups
• Familiarity with CRM or project management tools

Benefits

• Equity participation
• Flexible time off
• A WFH stipend
• A computer and monitor provided

Company Overview