Customer Onboarder
A fast-growing, AI-native sales tax compliance company is hiring a Customer Onboarder to own the first 30 days of every new customer relationship. You are the first person a customer works with after signing, accountable for handing Account Management an account that is clean, current, and confident. Registrations and filings sit with dedicated teams, so this role is purely customer experience and everything it takes to get an account ready.
The company is a fully managed sales tax service, powered by an AI-native platform and real tax professionals. Customers hand over the entire compliance lifecycle, including calculations, registrations, filings, notices, and exemption certificates, and the company owns the outcome. It is not software a customer has to run themselves. Onboarding is where the customer relationship is won or lost. Everything that happens later sits on top of the first 30 days: the data collected, the setup done right, the expectations set. You own that window end to end, from picking up cleanly from Sales through kickoff, data gathering and validation, account configuration, customer training, and the handoff to Account Management. You report to the Head of Onboarding and Registrations and work closely with Sales, Technical Success, and Account Management. You will run several onboardings at once, each at a different stage with its own deadlines, which takes a system: clear next steps, honest timelines, a written record of where every account stands, and the discipline to chase what you are waiting on rather than waiting to be chased. Your primary book is direct customers, though you will step into white label partner onboarding when volume or coverage calls for it, where the job shifts from doing it for the partner to making sure they can onboard their own clients well.
What you'll own
- The customer experience end to end from signature to Account Management handoff, including kickoff, data collection, configuration, training, and go-live
- A clean handoff from Sales, confirming what was sold against what the customer expects and flagging the gap early when the two do not match
- A portfolio of concurrent onboardings, each with its own timeline, kept visibly on track
- Collecting, validating, and chasing customer data and documentation in the right format and on time, catching problems before they become filing problems
- Training customers on how the platform works and what they own versus what the company owns, so they leave onboarding knowing how to use it
- Single point of contact during onboarding: proactive updates, honest expectations, no surprises
- Partnering with Technical Success on data and integration issues, and with the Registrations and Filing teams so they get what they need from the customer on time
- A complete handoff to Account Management with account context, open items, customer expectations, and known risks documented rather than verbally hand waved
- White label partner onboarding when coverage or volume requires it
- Improving how onboarding works: templates, checklists, timelines, customer-facing guides, and the internal steps that create rework
Who you are
A steady, organized, customer-obsessed operator who takes a new customer from signed to settled without dropping a detail. You bring structure to ambiguity, communicate clearly, and treat a deadline as something you own rather than something that happens to you.
- You genuinely like customers. Getting someone from confused to confident is the part of the job you would do anyway
- A good teammate across functions. You make Sales, Technical Success, and Account Management better at their jobs, and you ask for what you need without making it someone else's problem
- Organized to a fault. You know the status of every account you own without having to go look
- Detail oriented where it counts. You catch the missing field, the wrong entity name, the date that does not line up, before anyone downstream has to
- Owner's mindset. You chase the thing you are waiting on, and you do not let an account stall because a customer went quiet
- A process improver. Every week you make one thing a little better: a template, a checklist, an email you stop having to rewrite
- AI-forward. When something repeats, your instinct is to ask how to automate or remove it rather than who else can do it
- Calm and clear under pressure. You set expectations that hold and keep momentum when a month-end crunch or a hard deadline hits
What you need
- 2+ years in customer-facing onboarding, implementation, or customer success, owning your own accounts and your own timelines
- Sales tax or indirect tax exposure strongly preferred, whether from a SALT practice, an in-house indirect tax team, or a tax technology or compliance provider. Without it, you need real financial or accounting fluency and a genuine appetite to learn sales tax quickly and deeply
- Proven ability to run multiple accounts at once against deadlines, with a system of your own for tracking them
- Strong written and verbal communication. You can explain a compliance requirement to a finance team in plain language and set expectations that hold
- Comfortable on customer calls: running the conversation, handling friction in the moment, and following up with a clear written recap
- Proficient in spreadsheets and comfortable working with large, messy customer files
- Comfortable in a fast-moving environment where processes are still being built
- BS or equivalent degree in business, accounting, finance, project management, or a related field, preferred
Nice to have
- Direct experience at a sales tax, tax compliance, or accounting technology company
- Experience onboarding through a partner or reseller channel, or supporting white label relationships
- Experience with automation and AI tools such as Zapier, Make, or LLM-based tooling in a customer operations context
- Familiarity with e-commerce, SaaS, and ERP platforms such as Shopify, Amazon, BigCommerce, Stripe, NetSuite, or QuickBooks
- Experience writing customer-facing guides, data templates, or training materials
Compensation
Competitive base salary plus equity, commensurate with experience.