Customer Onboarding/Success

RN Pad is a funded, profitable startup based in New York City with a fully remote, global team. We're building innovative tools in the healthcare space, and we're growing fast to roll out some exciting new features. We've been delivering top-notch customer service for over five years now, and our customers truly love what we've built. We're a mission-driven group passionate about making a real difference in healthcare. The Role This is a hands-on position focused on customer onboarding and success , with some general support duties as needed. You'll help new customers get up and running smoothly while building strong, ongoing relationships to ensure they get the most out of our product. What you'll do: Lead onboarding for new customers. Create and run personalized onboarding plans to help them adopt the product quickly and see real value fast. Act as their main point of contact after signup. Be the trusted advisor who understands their goals, checks in proactively, spots upsell opportunities, and keeps them happy long-term. Handle incoming support inquiries through our channels (Intercom) and resolve issues, escalating when needed. Gather customer feedback, spot common pain points, and work closely with our Product and Engineering teams. Collaborate across the team to fix issues quickly and keep everything running smoothly. Who We're Looking For We're excited to hear from people who love helping others, communicate clearly, and pick things up quickly. Must-haves: 5+ years in customer success, support, or similar roles. Ideally in a tech startup or SaaS company. An ability to translate complex information into clear, practical understanding for our clients and ensuring that our clients are fully comfortable using the product. Proven experience resolving complex customer problems while keeping satisfaction high. Comfortable working remotely and available during Americas time zones. Strong written and verbal English communication. Tech-savvy and quick to learn new tools. Calm under pressure, great at problem-solving and de-escalating issues. Self-motivated - able to own your work with minimal oversight. Highly organized. Nice-to-haves: Experience with Intercom and Slack. Multilingual (especially Spanish or Russian). Background in healthcare tech. What We Offer Competitive salary. Paid time off. A supportive, collaborative remote team. Real opportunities to grow as we expand. Long-term, stable role in a profitable company. Timeline We're aiming to bring someone on board by February 1st and hope to move quickly with the right person. If this sounds like you, we'd love to chat! Send your resume, LinkedIn and anything else you would like to share.