Onboarding Coach - US Remote

Location: Remote - USA

Employment Type: Full-time

Role Summary

The Onboarding Coach owns the customer relationship from the first call onward — guiding new customers through setup, confirming the platform is configured against the goals set in their initial demo, and staying engaged as their long-term point of contact to keep usage consistent. This is not a hand-off role: the Coach stays with the customer well past onboarding, which makes clear communication, disciplined process, and QA rigor the core of the job.

Why This Role Exists

Without enough coaching capacity, onboarding milestones fall behind schedule, time-to-value and time-to-live slip, and customer communication becomes inconsistent. This role exists to keep those milestones on track and keep customers clearly and consistently communicated with- from first call through ongoing usage.

Key Responsibilities

• Onboarding Facilitation & QA

  • Lead live quickstart/onboarding calls with new customers

  • Walk customers through platform setup, confirming it's aligned to the goals stated in their initial demo

  • QA all setup items completed by the Setup Team via Asana- confirm nothing is skipped before considering a customer fully set up

  • Direct customers to the right resources in Docebo (LMS) for self-serve learning

  • Track and report on time-to-value and time-to-live milestones

• Ongoing Customer Success & Usage Coaching

  • Own a portfolio of roughly 100–150 live customer accounts post-onboarding

  • Monitor usage and adoption trends; proactively re-engage customers whose usage drops

  • Maintain a consistent, clear communication cadence with customers

  • Stay the customer's primary point of contact from the quickstart call through the full lifecycle- not a handoff after onboarding

• Process & Systems

  • Track onboarding milestone completion in Asana

  • Use Docebo to direct and confirm customer training progress

  • Escalate setup gaps or blockers to the Setup Team or Account Management as needed

Qualifications

• Experience in customer success, onboarding, or client-facing coaching/training roles

• Comfortable learning and navigating new software platforms quickly

• Strong written and verbal communication skills

• Able to manage a high-volume portfolio (100–150 accounts) with consistency and organization

• Preferred: experience in the collision repair industry

Core Competencies

• Customer Communication — clear, consistent, sets and manages expectations

• Process Adherence — follows the prescribed onboarding process without skipping steps

• Ownership- treats QA and follow-through as their responsibility, not the Setup Team's

• Platform / Tech Comfort- learns new software quickly and coaches others through it

• Organization- manages 100–150 accounts without things falling through the cracks

Tools & Systems Used

• BodyShop Booster platform (the CRM itself)

• Asana- onboarding milestone tracking and setup QA

• Docebo- directing customers to training/LMS content

• Zoom/calls- live onboarding and check-in calls

• Google Workspace

What Success Looks Like (First 90 Days)

• Fully learns the BodyShop Booster platform and internal coaching process

• Follows the prescribed onboarding process consistently, without skipping steps

• Accurately QAs and tracks setup completion for assigned accounts in Asana

• Builds early trust with customers through clear, reliable communication