Overview
Onboarding Specialist Jobs in United States at Swooped
Title: Onboarding Specialist
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
As Nelson Mandela said, “Sport has the power to change the world. It has the power to inspire. It has the power to unite people in a way that little else does.”
The company agrees. Mission-driven at its core, every member of the team is committed to a world where all kids and communities can benefit from youth sports. The organization helps leading youth sports organizations operate, engage, and win with a comprehensive youth sports management platform. It powers thousands of clubs, camps, tournaments, and leagues, and reaches millions of participants each day.
Beyond its technology, the company is focused on developing industry youth sports leaders through its NextUp: Youth Sports Management Community—providing them with opportunities for professional development and networking. Through events, content, and leadership development programming, it is taking youth sports management to the next level. Through its FundPlay program, it provides support to sports-based youth development organizations that bring sports experiences to hundreds of thousands of underserved kids and communities. The organization is also a founding member and leader of the PLAY Sports Coalition, a group that advocates for youth sports at the national level.
Role Mission
The Customer Success Manager will be a driving force for the activation, retention, and growth of the company's customers, specifically focusing on high-value and strategic accounts. In this role, the individual will be responsible for managing relationships with new and existing customers of varying size and scope while acting as a trusted advisor to ensure they maximize the value of the organization's products and services. This role will take ownership of the onboarding process, training, and long-term success of the customer portfolio, working cross-functionally to shape an outstanding customer experience. The ability to proactively manage customer needs, identify expansion opportunities, and deliver exceptional service will drive loyalty, advocacy, and long-term success.
Key Responsibilities
- Act as a trusted advisor and thought leader, providing platform guidance to customers.
- Successfully ramp new customers and programs in their first year on the platform.
- Manage day-to-day success for accounts $10k+ ARR within a high-volume book, focused on adoption and operational readiness.
- Share product updates, best practices, and additional services that will help customers achieve their goals.
- Proactively address challenges by monitoring customer health, identifying risks, and implementing solutions to improve engagement.
- Clearly communicate customer insights to key stakeholders across the company, including Product, Sales, Support, and Engineering.
- Partner with internal teams to ensure customers receive the proper level of service and that their voices shape future product enhancements.
- Represent customer needs internally as a platform advocate, supporting post-sale success.
- Own and lead customer success initiatives, contributing to the evolution of processes, playbooks, and best practices.
- Maintain accurate engagement data and leverage tools like Gainsight, Zendesk, Jira, and Salesforce to guide prioritization.
- Monitor churn risk and contribute to gross retention outcomes across assigned accounts.
- Support program renewals by ensuring partners are operationally prepared and engaged ahead of renewal cycles.
- Be the face of the organization to its customers!
- Likes — and needs — to win
Required Qualifications
- 1-3 years of experience in a customer success or account management role, ideally at a SaaS company.
- Proven success managing customer relationships with the core focus being configuration and adoption.
- Strong problem-solving and consultative skills aligned to customer enablement and success.
- Exceptional communication and presentation skills, able to articulate complex solutions to both technical and non-technical audiences.
- Ability to analyze customer data and leverage insights to drive engagement and decision-making.
- Comfortable using tools such as Gainsight, Zendesk, Jira, and Salesforce.
- Adaptable, self-motivated, and highly organized, with strong project management skills.
- Passionate about youth and professional sports, understanding the unique needs of the organization's customers.
Compensation & Benefits
- Base Salary Band: $62,014–$93,021
- Health Benefits: Medical, Dental, Vision coverage, HSA
- Commuter Benefits
- Home-Office Stipend
- Sports Leagues subsidies for employees and their children
- Cell phone and gym subsidies
- Mental Health Resources; Talk Space
The organization is an equal-opportunity employer. It does not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. It is committed to building a diverse, inclusive, and equitable organization, and to helping youth sports organizers across the country do the same.
The duties listed are not exclusive and other duties may be assigned as needed or desired by the employer to meet business needs. The employer reserves the right to change, add to or eliminate positions as it deems appropriate. Employment will be at-will, meaning an individual or the organization may terminate the employment relationship at any time, with or without cause or advance notice, for any reason.
Salary ranges are based on paying competitively for the organization's size and industry, and are one part of the total compensation package that also includes benefits, and other opportunities. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal pay parity relative to other employees. The majority of candidates who are offered roles are expected to fall healthily throughout the range based on these factors.
