Own the complete onboarding journey for new customers
Design and execute scalable onboarding processes that drive rapid software adoption
Conduct personalized onboarding sessions, training calls, and product demonstrations
Create customized success plans for each customer based on their business needs
Monitor customer progress and proactively address barriers to adoption
Ensure customers achieve key activation milestones within their first 30 days
Serve as the primary point of contact for new customers during their critical first month
Build strong, trust-based relationships with pool service professionals
Provide exceptional customer service and technical support throughout the onboarding process
Communicate regularly with customers via phone, email, video calls, and in-app messaging
Gather customer feedback and relay insights to product and engineering teams
Continuously improve onboarding processes to maximize efficiency and customer outcomes
Develop and maintain onboarding resources, templates, and documentation
Create scalable training materials and self-service resources
Track and analyze onboarding metrics to identify areas for improvement
Collaborate with cross-functional teams to enhance the customer experience
Drive customer activation and ensure customers realize value quickly
Identify at-risk customers and implement retention strategies
Facilitate smooth handoffs to the ongoing customer success team
Maintain detailed customer records and progress tracking in CRM systems
Experience in customer onboarding, customer success, or account management
Proven track record of managing high-volume customer relationships (20+ accounts)
Experience with SaaS platforms and software adoption strategies
Strong background in customer-facing roles with emphasis on education and training
Demonstrated independence in managing customer projects and relationships
Exceptional communication skills (verbal, written, and presentation)
Ability to explain technical concepts to non-technical users
Strong organizational skills with ability to manage multiple customer journeys simultaneously
Problem-solving mindset with proactive approach to customer challenges
Proficiency with CRM systems, customer success platforms, and productivity tools
Experience in B2B SaaS onboarding or implementation roles
Background in service industry or small business software
Knowledge of pool service industry (a plus, but not required)
Experience with customer success metrics and analytics tools
Project management or process improvement experience
Competitive base pay + bonus potential
Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
Fantastic culture with a very strong eNPS- we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
Immediate access to 401(k) with company match
Flexible PTO (MINIMUM of 10 days required every year)
12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
Remote work friendly
Comprehensive learning and development budget
A manager dedicated to your development
At Skimmer we are deeply committed to building a diverse and inclusive workplace (it’s in our values). We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
We also acknowledge that there is no “perfect” candidate - if you fulfill the majority of these requirements, believe this is a role you would be excited about on a daily basis, and resonate with our culture, we encourage you to apply.
#BI-Remote
Top Skills
What We Do
Founded in 2017, Skimmer provides an all-in-one pool service management platform with innovative tools for scheduling, route optimization, billing and payments, customer communication, and support. We bring technology to pool professionals who currently use pen and paper to run their businesses. Skimmer is used by more than 30,000 pool pros to help them save time, deliver a seamless customer experience, and grow their businesses. Our 59+ Net Promoter Score reflects the love of our 6000+ customers and 30k+ users. We continue to make substantial investments in our best-in-class product and need talent to help us achieve our ambitious growth plans. While most of our team is remote, our Austin HQ is on the second floor of a quirky building that reflects the laid-back yet hard-working culture of our senior leadership and the overall team.
With a large PE investment in October, 2024, we've been growing and improving our product rapidly while maintaining
Why Work With Us
Skimmer is the perfect mix of a startup and an established company. We have an incredible product that our customers love, a loyal customer-base filled with advocates, and a diverse, humble team dedicated to our customer's success and growth. We work hard, laugh harder, and balance hybrid, office, and remote in a way that works for our people.
Gallery
