Customer Success Onboarding Specialist
AlertMediaMexico City, Mexico
Full Time
Posted January 30, 2026
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Job Description
A Customer Success Onboarding Specialist at AlertMedia is responsible for guiding SMB customers through the implementation and deployment of the company's software, ensuring a seamless onboarding experience that sets the foundation for long-term customer success and advocacy.
Key Responsibilities
- Own and manage multiple SMB customer implementations from kickoff to deployment
- Lead initial customer meetings to establish goals and set expectations
- Facilitate implementation sessions, address customer objections, and communicate action items
- Manage project milestones and update internal teams on implementation status
- Coordinate data imports, automations, and provide best practices tailored to customer needs
- Ensure smooth handoff to Customer Success Managers after deployment
- Respond promptly to customer inquiries and provide ongoing support during onboarding
- Collaborate cross-functionally with teams such as Customer Support, Product, and Engineering to improve implementation processes
Requirements
- Proven success in effectively implementing and onboarding a project or software with SMB customers in a customer-facing role.
- At least 2 years of experience in a customer-facing role in a SaaS environment.
- At least 1 year of experience guiding customers through the onboarding and implementation lifecycle.
- Experience using a CRM system such as Salesforce, Gainsight, HubSpot, or Zendesk.
- Strong project management skills with the proven ability to prioritize competing tasks.
- Excellent written and verbal English language skills.
- Strong listening and creative problem-solving skills.
- Self-motivated and action-oriented, with the ability to work within a team environment.
- Ability to work in a hybrid role requiring 2 days a week in the Reforma area of Mexico City.
- Willingness to collaborate with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering teams.
- Ability to sensibly manage and interpret data, including consulting on data imports and automations.
- Ability to lead initial customer kickoff meetings, facilitate regular implementation working sessions, and clearly communicate action items and project updates.
- Diligently manage implementation milestones and overall project status internally in Gainsight.
- Ensure visibility for the Customer Success Manager throughout implementation and lead a seamless handoff post-deployment.
- Participate in a cross-functional feedback loop with Leadership and Product Management teams to improve SMB implementation experience.
- Demonstrate a solution-driven mindset and the ability to navigate customer objections when warranted.
- Ability to strategize with the larger Customer Operations team to provide industry-specific best practices and proven solutions.
- Experience managing a high volume of customers and a range of customer profiles.
- Desire to learn and be coached.
Benefits & Perks
Competitive Base Salary
Annual Company Bonus
100% Employer-Paid Medical, Dental, and Vision Coverage
Parental Leave Program
Christmas Bonus
Aguinaldo
Generous Vacation and Holiday Policy
Monthly Work-from-Home Stipend
All Necessary Equipment Provided (Laptop, monitor, accessories)
Recognition Rewards
Language Immersion Program
Continuous Learning and Growth Opportunities
Award-Winning Culture
Ready to Apply?
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