About the Onboarding Team

The Onboarding Team is responsible for getting new PushPress customers set up, activated, and confident across all products. We focus on delivering a consistent, high-quality experience that drives Time to First Value and reduces early churn.

We are a globally distributed, async-first team. We value direct, respectful communication and strong ownership. Our goal is to remove friction from the customer journey so gym owners can get to work faster.

The Customer Onboarding Specialist is the first human connection new PushPress clients have after signing up, and that moment matters. This is a full-stack onboarding role, meaning you work across the entire PushPress product suite — gym management, CRM and marketing automation, and website services — onboarding customers on individual products, multiple products, or all of them together depending on what they’ve purchased. This role is responsible for guiding new customers through setup, accelerating Time to First Value, and setting the foundation for long-term success.

You own the onboarding experience from kickoff through launch. Some customers are setting up one product. Others are standing up multiple products simultaneously, which means sequencing setup tracks, managing dependencies between platforms, and adapting your approach when priorities shift. You bring strong product knowledge, clear communication, and disciplined follow-through from day one. With a significant portion of churn occurring in the first six months, this role plays a direct role in retention and customer confidence.

• Guide new clients through setup of PushPress products, including key configurations, integrations, and initial workflows.

• Deliver onboarding through a mix of one-on-one calls and Intercom-based support.

• Educate clients on workflows aligned to their business goals and operating model.

• Track onboarding progress and proactively follow up to remove blockers.

• Collaborate with Support and Operations teams to identify and close onboarding gaps.

• Review and update Help Docs and customer training material to improve onboarding clarity.

• Identify early churn signals and escalate risks to Support or Operations teams.

• Provide how-to guidance via chat for customers in the onboarding phase.

• Develop deep product expertise across the PushPress platform and stay current on new releases, feature updates, and best practices.

• Lead scaled onboarding programs and own early churn identification and mitigation strategies.

How We Evaluate This Role

• Scenario-based onboarding exercises focused on real customer setups.

• Review of communication style, clarity, and confidence during live walkthroughs.

• Discussion of how you manage timelines, blockers, and competing priorities.

• Assessment of ownership, urgency, and customer-centered decision making.