Remote Customer Onboarding Coordinator

About This Role

Hello, prospective pickle!  Design Pickle is seeking a Remote Onboarding Coordinator to join our Customer Success team. At Design Pickle, the first 30 days of service are the most powerful window to shape long-term retention. The Onboarding Coordinator is a mission-critical role at the intersection of Creative Operations and Customer Success, ensuring every new client receives a seamless, personalized, and impactful start.

You'll be the architect of our client's first impression—bridging internal teams, guiding new customers through orientation, coordinating creative alignment, and owning execution of surprise-and-delight moments. Your success will directly influence our ability to increase Month 1 Net Revenue Retention (NRR) and scale client satisfaction.

We want to hear from you if you're proactive, operationally sharp, creatively minded, and passionate about the power of first impressions.

Reports to: Vice President of Customer Success

Location: Anywhere in the US – Design Pickle is a fully remote company with a Hub in Scottsdale, Arizona.

Who We Are Looking For

First, Design Pickle is anything but typical. We’re a group of hard-working, creativity-loving individuals from around the world.

Do we love pickles, too? Most of us! But don’t stress if pickles aren’t your thing. It’s not a deal-breaker. We do look for a passion and interest in something though because our employees’ uniqueness is what helped make us the great company we are today. 

We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.

Specific to your role, we’re looking for individuals who have...

• Enthusiasm for our purpose: To be the most helpful creative company in the world.
• 2+ years of experience working in a creative agency setting.
• 2+ years of experience in onboarding, implementation, account management, or project coordination.
• Proven track record of onboarding success across high-velocity, multi-tier customer cohorts.
• A proactive and resourceful communication style with strong follow-through.
• A passion for delivering clarity, structure, and momentum for clients.
• Experience collaborating cross-functionally with creatives, operations, and customer-facing teams.
• The ability to think in systems while managing day-to-day execution effectively.
• A balance of empathy and strategic thinking, especially in onboarding experiences.
• A continuous improvement mindset…always seeking ways to reduce friction and enhance the client journey.
• Familiarity with customer engagement tools like Intercom, HubSpot, Pendo, Jira, and Looker.
• A data-informed approach to onboarding, client behavior, and performance reporting.

Key Objectives and Responsibilities 

• Own the onboarding experience for all new clients (DP1 with Creative Services) from post-sale through Day 30.
• Act as the client's primary point of contact during onboarding, providing clarity, confidence, and care from Day 1.
• Partner with Customer Success Managers and Production Supervisors to ensure correct CDA (Customer Designer Allocation) setup, recalibration, and service alignment.
• Coordinate delivery of first-request Surprise & Delight experiences—ranging from elevated design touches to non-creative gifts or gestures.
• Lead kickoff calls and asynchronous welcome messages, tailored to service level and client type.
• Guide clients through platform orientation, brand profile setup, and ticket submission best practices.
• Monitor onboarding checklists, customer activity, and early risk signals using tools like HubSpot and Pendo.
• Track onboarding progress and report weekly insights, trends, and friction points to internal stakeholders.
• Partner with Product, CX, and Ops teams to recommend improvements based on onboarding data and client feedback.
• Once the onboarding criteria are met, coordinate the handoff to the client's long-term owner (CSM, CSC, or Support).

The compensation range for this position is $75,000 to $90,000 annually. The actual salary offer made to a candidate will be made with mindful consideration of a wide range of factors. These factors include but are not limited to skills, qualifications, education/knowledge, experience, and alignment with market data for a given location within the US. In addition to base salary, some positions may be eligible for additional compensation such as bonuses or commissions. This salary data is for our US-based positions only.