Customer Onboarding Specialist

About PushPress

PushPress is building the Intelligent Industry Ledger for boutique fitness, transforming how boutique gyms operate and how the entire $100B fitness industry connects, transacts, and grows. Trusted by over 5,000 gyms and 500,000 members, PushPress processes over $500M annually and is backed by Altos Ventures and Mucker Capital.

We are evolving from a traditional business system of record into an AI-powered Industry Ledger, an intelligent infrastructure layer that brings order to a highly fragmented boutique fitness industry. By unifying disconnected operators, workflows, and data into a single platform, we are enabling faster decisions, new business models, cross-gym collaboration, and network effects that increase the value of every studio in our client base.

We are a global team of builders, operators, and fitness fanatics on a mission to level the playing field for fitness entrepreneurs. If you're ready to help reshape an industry, let’s talk.

Summary

The Customer Onboarding Specialist is the first human connection new PushPress clients have after signing up, and that moment matters. This role is responsible for guiding clients through their initial setup, accelerating Time to First Value, and setting the tone for a long and successful journey. Customer Onboarding Specialists blend project management, customer education, and product expertise to help gyms go live with confidence and momentum. This role plays a critical part in reducing early churn and creating fans from day one.

Core Responsibilities

This is a high-ownership Individual Contributor (IC) role focused on guiding new clients through the initial setup and adoption of the PushPress suite of products, including Core, Train, and the Branded App. This role requires strong cross-team collaboration and a commitment to client success from the moment they sign on.

• Client Onboarding & Education
  • Lead new clients through the account setup process for Core, Train, and the Branded App products.
  • Assist in the initial collection of necessary business information to facilitate Website onboarding.
  • Deliver comprehensive onboarding through a flexible mix of 1:1 consultations, group training sessions, and Intercom support.
  • Educate clients on specific workflows and best practices designed to help them achieve their individual business objectives.
• Process Management & Optimization
  • Actively monitor onboarding progress within HubSpot, proactively following up with clients to identify and remove any obstacles or blockers.
  • Collaborate closely with the Support and Operations teams to pinpoint and resolve gaps, ensuring a streamlined and effective onboarding journey.
  • Regularly review and update Help Docs and PushStart materials to maintain clarity and accuracy for clients in the onboarding stage.
• Early Intervention & Support
  • Identify and act on early indicators of potential client churn, escalating these signals appropriately to the Support or Operations teams.
  • Provide immediate "how-to" chat support to address questions from clients during the critical onboarding phase.

Key Performance Metrics (KPIs)

Success in this role will be measured by the following metrics:

• Time to First Value (TTFV) - Speed to the client's first major outcome (e.g., scheduling a class, collecting their first payment).
• Time to Complete Onboarding - Duration from contract signing to account launch.
• Onboarding CSAT - Client Satisfaction Score for the onboarding experience of 95%+.
• Support Touches Per Client - Efficiency tracking, measured against TTV alignment.
• 30/60/90-Day Retention Rates - Measured against established churn reduction targets.

Growth Path & Expectations

This role is for a proactive self-starter committed to client outcomes. To ensure growth and advancement:

• Product Mastery: Attain a deep understanding of the entire PushPress suite, effectively articulating its value to any audience.
• Accountability: Take clear ownership of client onboarding milestones and maintain accountability for success even after live calls conclude.
• Contribution: Proactively contribute to the development of content, automations, or the overall onboarding playbook.
• Continuous Learning: Actively participate in cohort-based learning content (e.g., PushStart, webinars).

Skills & Competencies

• Exceptional communicator - clear, warm, and confident.
• Proactive project manager who follows up without needing to be asked.
• Comfortable on video and screen share.
• Detail-oriented and committed to operational excellence.
• Empathetic, calm, and client-centered under pressure.
• Customer Obsessed – You meet them where they are and guide with care.
• Urgency & Impact-Driven – You don’t wait for problems; you preempt them.
• High Standards of Excellence – Every setup is a reflection of our brand.
• Embrace Adaptability & Agility – No two clients are the same — and you love that.

Education & Experience

• 2+ years in onboarding, implementation, or client-facing SaaS.
• 2+ years in gym ownership, management, or a coaching/fitness role.
• Strong understanding of fitness business operations and client needs.

Tools & Systems

• Intercom, Zoom, HubSpot, Google Workspace, Slack.
• Familiarity with PushPress Core, Grow, and Train preferred.
• Screen sharing and mobile-to-desktop training skills essential.

Physical Demands

• Standard remote work requirements: prolonged screen time, video-based meetings.
• Ability to context switch between calls, follow-ups, and chat.

Key skills/competency

• Client Onboarding
• SaaS Implementation
• Customer Education
• Project Management
• Workflow Optimization
• Churn Reduction
• Product Adoption
• Client Success
• Intercom
• HubSpot