Customer Solutions Specialist

Job Title:  Customer Solutions Specialist

Job Summary: 

RadarFirst is seeking a motivated and customer-oriented Customer Solutions Specialist to support customer onboarding, product adoption, and ongoing post-sales customer support for the RadarFirst platform.

This role is ideal for someone early in their SaaS career who enjoys working directly with customers, solving problems, managing multiple projects, and developing technical expertise in a fast-paced environment. Customer Solutions Specialist will own onboarding engagements for SMB and mid-market customers, provide day-to-day product support, deliver customer training, and partner closely with Product and Customer Success teams to improve the overall customer experience.

This is a fully remote position.

Essential Responsibilities & Duties:

Customer Onboarding & Enablement

• Lead onboarding and implementation engagements for SMB and mid-market customers. Manage multiple concurrent onboarding projects while maintaining strong organization, responsiveness, and customer communication
• Serve as a primary customer contact throughout onboarding via email, and virtual meetings
• Deliver onboarding walkthroughs, admin training sessions, and customer enablement support
• Build trusted customer relationships by understanding customer goals, workflows, and operational needs
• Help customers maximize adoption and long-term value from the Radar platform
• Transition customers to Customer Success following onboarding, or continue supporting select customer relationships as needed

Product Support

• Serve as the primary point of contact for customer product support inquiries, managing and responding to support queue requests and coordinating escalation when needed
• Answer day-to-day “how do I” customer questions related to platform functionality and workflows
• Maintain timely and professional customer communication throughout issue resolution
• Identify recurring customer questions and opportunities to improve the customer support experience

Cross-Functional Collaboration

• Partner closely with Product teams to share customer feedback, document enhancement opportunities, and improve overall product usability
• Collaborate with Engineering teams on escalated issues and customer-reported bugs
• Support ongoing improvements to onboarding processes, customer education, and internal documentation
• Contribute to internal operational initiatives and evolving team processes as the organization grows

Research shows that people who identify as being from underrepresented groups are more likely to doubt the strength of their qualifications, so we encourage you to submit an application if you're interested in this role despite any reservations you may have about your background or skill set.

Qualifications:

• 3+ years of experience in SaaS onboarding, customer support, implementation, customer success, or related customer-facing roles
• Experience managing multiple customer conversations, projects, or accounts simultaneously
• Strong customer communication and relationship-building skills
• Excellent organization, attention to detail, and follow-through
• Ability to explain technical concepts and platform workflows clearly to customers
• Comfortable working in a fast-paced environment with evolving priorities
• Curious, customer-oriented, and proactive mindset
• Experience delivering customer training or onboarding sessions
• Familiarity with SaaS platforms, support ticketing systems, and customer onboarding processes preferred
• Experience in compliance, privacy, governance, or regulated software environments is a plus

Successful candidates in this role are:

• Responsive and customer-focused
• Comfortable balancing onboarding work with day-to-day customer support
• Organized and able to manage multiple concurrent customer relationships
• Interested in growing technical and consulting skills over time
• Collaborative team players who enjoy working cross-functionally with Product, Engineering, Customer Success, and Operations teams 

Who We Are

At RadarFirst, our mission is to make regulatory risk and data privacy simple, actionable, and sustainable.

We’re transforming how organizations handle incidents and compliance with automated, purpose-built SaaS solutions. Recognized as pioneers in privacy, we’ve earned patents, industry awards, and the confidence of some of the world’s most highly regulated industries, from healthcare and insurance to finance and beyond.

Our Values

Respect & Candor

Inclusion & InnovationIntegrity & Empathy

Why Join RadarFirst?

At RadarFirst, our team is filled with smart, thoughtful, and forward-thinking contributors who are experts at what they do.  Our culture of innovation and trust is paramount to our success. We work hard, but we also encourage and support a healthy work/life balance. We offer a generous package of benefits and perks that make RadarFirst a great place to work, including:

• Comprehensive benefits that include medical and dental, 401k, Life and Disability insurance, generous flexible time off policy, paid holiday time, and 12 weeks paid parental leave. Plus flexible spending accounts for medical, dependent care, and commuter expenses

• Community outreach programs to encourage giving back to our community both as a group and individually

• Commitment to anti-racism work and accountability to our short-term and long-term equity & inclusion action plan

RadarFirst is a community-first organization, operating on a hybrid model. We actively support all employees working in the way they need. For those who wish to work from the office, these are some features of our downtown Portland office:

• On-site amenities such as indoor bike racks, showers, lockers, and gym facilities
• Casual work environment in an ideal central location, close to great food, shopping, and transportation options

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

The salary range for this role is $70,000 - 80,000.

 #LI-REMOTE