Customer Onboarding Specialist (Remote)

About Fathom

We think it’s insane that so many people and businesses rely on notes to remember and share insights from their meetings.

Notes are time-consuming and stressful to create while trying to hold a conversation. Even when done well, notes are a poor solution compared to hearing something first-hand.

We started Fathom to rid us all of the tyranny of note-taking, and people seem to really love what we've built so far:

🥇 #1 Highest Satisfaction Product of 2024 on G2

🔥 #1 Rated on G2 with 2,200+ reviews and a perfect 5/5 rating

🥇 #1 Product of the Day and #2 AI Product of the Year

🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces

📈 We’re hitting usage and revenue records every week

We're growing incredibly quickly, so we're looking to grow our small but mighty team.

Why You Should Join

• Opportunity for impact. No cog in the machine here - your results will directly impact our 2024 goals. 
• Opportunity for growth. You’ll be building and implementing a new function at Fathom alongside our Head of Sales and Customer Success, giving you the opportunity to prove success and a path to being a Team Lead. 
• Work at a rocketship 🚀 Fathom is seeing insane growth, from a user and revenue perspective, but also from a company perspective. We’ve nearly doubled the size of our team this year alone and are not stopping anytime soon- who doesn’t want an early ticket to ride on a rocketship?!
• We embrace being fully remote. We schedule meetings sparingly and instead heavily use async comms (Slack, Notion, Loom)

Role Overview

As a Customer Onboarding Specialist at Fathom, you will play a pivotal role in ensuring our customers achieve their desired outcomes and maximize the value of our products. 

You will be responsible for driving customer adoption by being a product expert and providing expert guidance during the first stages of the customer lifecycle. 

This is an exciting opportunity to join a dynamic and growing team, build new processes, and make a significant impact on our customers' success journey.

Core Responsibilities

• Meet with and onboard new customers and their users to review goals, configure their settings, orient them to our solution and address their questions setting them up for success and greater adoption. 
• Assist new customers in implementing customizations by building Zapier workflows and overseeing the rollout of custom meeting templates within our application. 
• Assist the sales team with pre-sales activities such as security reviews and data migrations. 
• Be a product expert to our customers and a source of insight for our product team so we can put what you learn back into product improvements.
• Build and manage automated proactive customer communications that aligns with our customer journey and reinforces adoption of key functionality. 
• Collaborate cross-functionally with sales, product, and support teams to streamline the customer journey and enhance the overall customer experience.

Requirements

• Bachelor's degree
• 3-5 years as a Customer Success Manager, Onboarding Manager, Implementation Manager, or Project Manager at a SaaS company (bonus if you have worked at a Product Lead Growth company).
• Customer-centric and process-oriented mindset with the ability to develop and implement new processes to improve customer success outcomes.
• Must be located in the US or CAN.

Our Hiring Process

• You’ll meet a lot of the team. We think it’s important that you get to meet everyone you’ll be working with.
• Skills-focused. We’re going to ask you to do a live demonstration of a product of your choosing to showcase your presentation skills. Don’t worry, we know you’ll crush it. 
• No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually so we’d rather you know who we are up front so we can both make sure this is a good fit for all involved.
• Quick turnaround time. We know you have lots of options so we move fast usually in less than 2 weeks from start to finish.