Job Description
Job Description
Customer Onboarding Specialist
About NINJIO
NINJIO is the first of its kind cybersecurity awareness training company. We focus on changing human behavior through engaging learning and technology-driven tools leveraging behavioral science as a foundation. NINJIO is a Private Equity-backed and award-winning SaaS company in the category of Security Awareness Training. Founded in 2015, NINJIO has grown to be a premier provider in its class with offices around the globe and an impressive roster of multi-national enterprise clients.
We are proud to protect many of the largest companies in the world, and their employees, from cyberthreats. With the highest rated product in the industry and a trajectory to grow many times larger than we are today, NINJIO is poised for continued growth and is looking for exceptional people to join the team.
If you are looking to participate in and contribute to rapid growth, be part of the exciting realm of cybersecurity, grow your career by crushing it in your role, and be welcomed into a fun “family” culture of other talented people, then this opportunity may be for you.
Position Description
We’re looking for a Customer Onboarding Specialist to guide new customers through the early stages of their journey - ensuring they’re set up correctly, understand the product, and quickly realize value.
In this hands-on, customer-facing role, you’ll execute a structured onboarding playbook, communicate effectively with customers, and collaborate closely with internal teams across Product, Customer Success, and Support. You’ll also assist existing clients in adding new services, providing Level 1 troubleshooting, and educating users on our training methodology and platform best practices.
The ideal candidate is passionate about helping clients succeed, detail-oriented, and thrives in a fast-paced SaaS environment. This is an excellent opportunity for someone eager to launch their career in Customer Success and Support within the cybersecurity space - someone who enjoys connecting with customers, can explain technical concepts clearly, and is excited to learn and grow in a dynamic industry.
Responsibilities
- Guide new customers through the onboarding process following established steps and milestones.
- Host kickoff and check-in calls via Microsoft Teams to gather requirements, confirm setup details, and ensure progress.
- Assist with product configuration: help clients set up accounts, users, and integrations.
- Provide training and walkthroughs for customers on core product features.
- Monitor onboarding progress using internal tools and ensure customers complete each phase successfully.
- Document and update customer data, onboarding notes, and progress in CRM and Ticket Management tools
- Flag risks or blockers early and escalate issues to senior onboarding specialists or technical teams.
- Collaborate cross-functionally to coordinate solutions for customers.
- Collect customer feedback and share insights with the team to improve templates, training, and process.
- Achieve KPIs such as onboarding completion rate, customer satisfaction, and time-to-value.
Required Skills & Qualifications
- 1–5 years’ experience in SaaS, customer service, account coordination, or related roles.
- Excellent English verbal and written communication skills.
- Strong organizational and time-management abilities; can juggle multiple customer projects.
- Technical curiosity and comfort learning new software quickly.
- Customer-first mindset: patience, empathy, and professionalism.
- Familiarity with CRM and Ticketing tools (e.g. HubSpot, Zendesk) is a plus.
- Ability to follow processes accurately and document details thoroughly.
- Collaborative spirit; comfortable asking questions and escalating when needed.
Education
A bachelor’s degree would be great but isn’t a necessity.
Position Type
This is a full-time non-exempt (hourly) position and work hours are expected to be from 8:00AM – 4:30PM and could potentially work a hybrid schedule.
Location Our headquarters is located in Westlake Village, CA. Position could be remote, however, local applicants are preferred
Benefits you will receive:
- Health Insurance Subsidy for You and Your Dependents
- 401K
- Paid Time Off
- Casual Office Environment
- Lots of Company-sponsored events (onsite and off)
- Free Snacks and Drinks (Onsite)
- Weekly Company Paid Lunch (Onsite)
- Free Parking (Onsite)