Customer Onboarding Specialist (STR SaaS)
Customer Onboarding Specialist (STR SaaS)
Boom | AI-Powered Property Management Platform
Position Overview
As a Customer Onboarding Specialist at Boom, you own the most critical phase of the customer journey: from kickoff to full operational readiness.
You are not a coordinator or a facilitator.
You are the project owner of each onboarding, responsible for timelines, clarity, momentum, and client confidence.
Your mission is to ensure every customer:
Is fully prepared for migration
Completes onboarding on time
Understands how to operate Boom independently
Feels confident, supported, and set up for success
Key Responsibilities
Client Onboarding Ownership
Lead onboarding projects from kickoff call through post-migration training.
Act as the single point of contact for the client throughout onboarding.
Set expectations, timelines, and responsibilities clearly from day one.
Kickoff & Preparation
Lead kickoff calls to understand the client’s current tech stack, STR workflows, and operational structure.
Explain Boom’s onboarding and migration process clearly and confidently.
Prepare and deliver all required materials, access, documentation, and instructions.
Project Management & Client Accountability
Manage 12+ parallel onboarding projects at different stages.
Guide clients through configuration and readiness tasks ahead of migration.
Follow up proactively and hold clients accountable to deadlines with a balance of firmness and empathy.
Identify blockers early and either resolve them or escalate internally.
Migration Collaboration
Work closely with the Migration Specialist to define timelines and confirm readiness.
Be actively involved during migration days to monitor progress and mitigate issues.
Communicate clearly with clients and internal teams to prevent delays and confusion.
Training & Enablement
Deliver post-migration trainings to ensure clients fully understand Boom’s platform.
Tailor training sessions based on client size, STR operation complexity, and internal team structure.
Ensure clients can operate Boom independently and confidently after onboarding.
Issue Resolution & Internal Collaboration
Resolve client issues directly when possible.
Coordinate with Support, Product, and R&D teams for fast and effective resolution.
Track onboarding progress, issues, and updates accurately in internal systems.
Provide structured feedback to improve onboarding workflows and customer experience.
Must-Have Requirements (Non-Negotiable)
STR & Industry Understanding
Strong familiarity with Short-Term Rental / Airbnb / property management workflows.
Understanding of PMS concepts such as reservations, channels, messaging, housekeeping, pricing, and reporting.
Ability to speak the client’s language and understand real operational pain points.
Tech Savviness
Strong connection to technology and ability to learn complex SaaS systems quickly.
Comfortable working with configurations, workflows, and integrations.
Confident navigating multiple tools and systems simultaneously.
Experience & Skill Set
2+ years of experience in onboarding, implementation, customer success, account management, or project-based client roles.
Excellent project management and organizational skills.
Comfortable leading calls, running trainings, and guiding customers through structured processes.
Fluent English (additional languages such as Hebrew or Spanish are a strong plus).
A-Player Mindset
High ownership and accountability - each onboarding is your responsibility.
Proactive, independent, and reliable.
Clear communicator who can be kind, firm, and decisive.
Thrives in fast-paced, high-growth startup environments.
Nice-to-Have
Hands-on experience with STR or hospitality PMS.
Background in high-growth startups or global SaaS companies.
Experience improving onboarding or enablement processes, not just executing them.
Employment Details
Full-time
Remote
Global team, dynamic environment