Customer Onboarding & Success Specialist (AI-Enabled)
Remote | India | Full-Time | Permanent
Placed by Hotsourced – connecting exceptional talent with world-class global companies.
About Our Client
An AI-first, founder-led SaaS startup building a modern merchandising and supply chain planning platform for scaling consumer brands — helping fashion, homeware, and consumer product businesses plan, forecast, and make smarter inventory decisions alongside their existing ERP/WMS. Already live with paying customers and growing fast, they're hiring their first Customer Onboarding & Success Specialist.
The Role
Own the customer journey from kickoff to successful adoption — part customer success, part operations, part AI-driven problem solving. You'll become the trusted advisor customers rely on: leading onboarding conversations, organizing their data, configuring the platform, and using AI tools daily to make every onboarding smoother than the last.
What You'll Do
• Lead multiple onboarding projects from kickoff to go-live, including training and go-live support.
• Use AI tools (Claude, ChatGPT, etc.) daily to automate repetitive work, build onboarding assets, analyze customer data, and streamline workflows.
• Build trusted customer relationships through proactive communication and confident meeting facilitation.
• Prepare, validate, and organize customer data in Excel — cleaning, restructuring, and modeling spreadsheets ahead of platform configuration.
• Create onboarding playbooks, templates, and checklists that scale.
• Feed recurring customer challenges back to the founders as product feedback.
What You'll Need
• 3 + years experience in similar role.
• Experience in Customer Success, Onboarding, Account Management, Operations, or a similar client-facing role.
• Extensive hands-on experience working in Excel — formulas, pivot tables, data cleaning, and building/maintaining structured spreadsheets from messy source data.
• Genuine, hands-on AI experience: daily use of tools like Claude, ChatGPT, Gemini, or Copilot to automate tasks, build workflows, or solve real business problems — not just casual use.
• Strong communication and relationship-building skills; confident running meetings independently.
• Self-motivated, organized, and thrives with ambiguity in a fast-moving startup.
• Excellent written and spoken English.
Great to have: SaaS, retail tech, ecommerce, merchandising, inventory planning, supply chain, Shopify, or Amazon Seller Central experience.
We'd Love to Hear About
Specific examples, not general claims — a process you've automated with AI, a complex Excel workflow or model you've built, or something you built out of pure curiosity.
What's on Offer
• Monday–Friday, UK business hours, fully remote.
• Reports directly to the Founder.
• ₹15-17 lakh per annum (depending on experience).
• Permanent.
• Real ownership from day one — help shape how onboarding scales as the company grows.
Ready to help build world-class customer experiences?
If you're passionate about working with customers, embracing AI, improving processes, and helping businesses succeed, we'd love to hear from you.