Customer Onboarding and Retention Specialist, Inventory

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

SOS Inventory, part of the Fullsteam organization, is a cloud‑based inventory, order management, and manufacturing solution designed specifically for small‑ and mid‑sized businesses. By integrating directly with QuickBooks Online and popular e‑commerce and logistics platforms—such as Shopify, BigCommerce, PayPal, UPS, and ShipStation—it gives companies real‑time visibility into stock levels, automates order workflows, and manages multi‑level assemblies and bills of materials within a single system. Its flexible customization and support for lot/serial tracking, barcode scanning, partial shipments, and work‑in‑progress tracking deliver functionality well beyond basic inventory tools, helping businesses eliminate manual errors and accelerate time to value.

Job Summary:

SOS Inventory LLC is seeking a dedicated Customer Onboarding and Retention Specialist to enhance the experiences of both new and existing customers. This role focuses on guiding customers through the onboarding process in collaboration with our Training team, ensuring they connect with necessary resources, and managing initiatives to boost customer satisfaction and retention. The specialist will also oversee Net Promoter Score (NPS) surveys and foster interdepartmental collaboration to ensure cohesive customer support. This is a full-time, remote position with typical hours from 9 am to 6 pm Central Time, Monday through Friday.

Primary Responsibilities:

  Customer Onboarding:

• Collaborate with the Training team to ensure new customers are effectively introduced to SOS Inventory products and services.​
• Assist in connecting customers with appropriate training and support resources to facilitate successful onboarding.​
• Monitor onboarding progress and provide guidance to address any challenges, ensuring customers are well-prepared to utilize our products.​

 Customer Retention:

• Identify customers at risk of canceling or those who have canceled their subscriptions; engage with them to understand their concerns and explore solutions to retain their business.​
• Develop and implement strategies aimed at improving customer retention and satisfaction.​
• Conduct follow-up communications with customers who have expressed dissatisfaction or have recently canceled.​
• Analyze customer cancellation and retention data to provide actionable insights to management.​
• Prepare and present reports on customer retention metrics and trends to the management team.​

  Customer Satisfaction Initiatives:

• Design and administer customer satisfaction surveys, including NPS surveys, to gather feedback on our products and services.​
• Analyze survey results and provide recommendations for enhancing the customer experience.​

  Interdepartmental Collaboration:

• Work closely with departments such as Sales, Marketing, Product Development, and Support to address customer issues and improve overall service quality.​
• Ensure all teams are aligned and working synergistically to provide a cohesive customer experience.​

  Additional Duties:

• Perform all other tasks as assigned by the company President.

Skills & Competencies:

• Strong understanding of SaaS and subscription-based business models.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to analyze data and provide actionable insights.
• Strong problem-solving skills and the ability to handle challenging customer interactions.​
• Excellent organizational skills and attention to detail.
• Ability to prioritize and manage multiple assignments to meet deadlines.​
• Comfortable working in a dynamic and sometimes ambiguous environment.​
• High motivation to help customers and improve their experience.

Minimum Qualifications:

• 1+ years of experience in customer support, retention or success roles. Preferably in SaaS space.
• A bachelor’s or associate degree in Business, Marketing, or a related field. Or equivalent experience.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Highly Preferred to have Quickbooks software knowledge

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.