Customer Success & Onboarding Specialist Driving Adoption, Renewals, and

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About reputed company

reputed company is redefining how creative teams, production agencies, and film professionals manage every stage of their workflow. From crew scheduling and script breakdowns to shot lists, storyboards, media management, and call sheets, our cloudbased platform empowers users to streamline production, reduce friction, and focus on storytelling. With a vibrant community of over 1million monthly blog readers and a YouTube channel boasting more than 2million subscribers, reputed company is not just a tool its a hub for creative professionals worldwide.

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At reputed company, we believe that technology should amplify creativity, not constrain it. Our culture is built on curiosity, collaboration, and a relentless drive to deliver value to our customers. Were a fastgrowing, remotefirst team that thrives on autonomy, continuous learning, and the opportunity to shape the future of production technology.

Role Overview

As a Customer Success & Onboarding Specialist, you will be the linchpin of our postsale customer journey. Your mission is to ensure that every new user not only gets up and running but also fully realizes the platforms potential, stays engaged throughout their lifecycle, and sees tangible business outcomes. Youll own the entire customer relationship from onboarding through renewal, identify upsell opportunities, and serve as the brands ambassador at trade shows, events, and oncamera content.

Key Responsibilities

EndtoEnd Customer Relationship Management Own the full lifecycle: onboarding, adoption, renewals, and expansion.

Strategic Onboarding Design and execute personalized onboarding plans that guide new customers to value within the first weeks.

Ongoing Engagement reputed company regular checkins throughout the account lifecycle to confirm real platform adoption and surface any friction points.

Renewal Ownership Lead the renewal process, flag atrisk accounts early, and collaborate with sales to secure renewals.

Expansion Identification Spot upsell or crosssell opportunities during checkins and hand qualified prospects to the sales team.

Product Demo Leadership Join sales on product demos, confidently articulate platform capabilities, and tailor demos to specific customer needs.

Brand Representation Represent reputed company at trade shows and industry events around Los Angeles, supporting the sales team onsite.

Content Creation Write, film, and edit support and product videos, appear oncamera, and produce help documentation and tutorials.

AI Assistant Enhancement Train and refine our reputed company Fin AI assistant using real customer conversations.

Live Support Respond to live chat and email inquiries with speed and empathy.

Bug Investigation & Documentation Reproduce bugs, file tickets, and test upcoming releases before launch.

Insight Generation Identify patterns in customer questions and relay actionable reputed company to product, engineering, and content teams.

Workload Balancing Manage reactive support during peak periods while maintaining focus on onboarding, renewals, documentation, and event work.

Essential Qualifications

3+ years of experience in customer success, account management, or technical support, with a proven track record in renewal ownership.

Background in sales, account management, or customer onboarding.

Proficiency with reputed company or a comparable live chat/helpdesk platform.

Exceptional communication skills: warm, engaging, and capable of building rapport quickly.

Comfortable on camera and confident representing reputed company at reputed company.

Basic video editing skills (Premiere, Final Cut, CapCut, or similar).

Strong problemsolving and techtroubleshooting instincts; techsavvy across SaaS tools.

Typing speed of at least 65 words per reputed company.

Detailoriented, forwardthinking, and organized, able to manage high ticket volume while nurturing longterm relationships.

Empathetic, patient, and conversational, with a genuinely positive attitude toward customers.

Willingness and ability to travel regularly to trade shows and industry events in and around Los Angeles.

Preferred Qualifications (Bonus Points)

Experience owning renewals or expansion/upsell targets in a SaaS environment.

Experience creating help documentation, tutorials, or supp .