About the Role

As a Customer Onboarding Expert, you’ll play a key role in setting new customers up for long-term success with Scoro. You’ll guide them through a smooth onboarding process, drive product adoption, and ensure they start seeing value from day one. Your focus will be on managing onboarding projects, optimising workflows, and building strong client relationships.

You’ll work closely with Sales, Customer Success, Product, and Support teams to deliver a seamless, high-quality experience for every new customer.

The ideal candidate has proven experience in Project Delivery and/or Customer Success within a SaaS environment, excellent communication skills, and strong commercial awareness. You should feel confident collaborating with cross-functional teams across multiple regions and time zones.

This role is open to candidates based in the UK, Estonia, or Latvia. It’s fully remote for UK-based employees, while those in Tallinn and Riga have the option to work from the office if they prefer. 

Flexibility is required to support projects in the Australia and New Zealand time zones.

👉 Learn more about the Service Delivery Division in this blog post featuring our hiring manager, Loore.

What will you do?

• Onboarding Expert: Lead customer onboarding, ensuring projects run smoothly and meet key milestones. Provide executive support for critical issues and drive customer growth through strategic initiatives.
• Flexible Hours to Manage Your Portfolio: Ability to adjust and work across multiple time zones, supporting projects in Europe, Australia, New Zealand, and occasionally the US.
• Client Relationship Management: Serve as the primary point of contact during onboarding, fostering strong relationships with new customers and guiding them through the setup process. Share best practices, monitor progress, and ensure smooth adoption for long-term success.
• Collaboration & Teamwork: Work closely with Sales, Product, Customer Success and Support to ensure a seamless customer experience. Foster a collaborative team environment and adapt to global time zones as needed.
• Continuous Improvement & Risk Management: Identify opportunities to improve processes, track customer satisfaction, and proactively manage risks to enhance efficiency and prevent churn.
• Financial Ownership & Forecasting: Oversee onboarding revenue, retention, and portfolio growth while ensuring accurate forecasting and effective resource planning.

Here’s what awaits you at Scoro

• Possibility to Make an Impact: Work on a meaningful, globally-used product that helps businesses streamline their workflows and achieve more.
• Stock Options Package: Be part of Scoro’s growth and share in our success.
• Health Comes First: health insurance, three paid medical days, and covered mental health services.
• Annual Leave: Over 5 weeks of paid time off.
• Loyalty Days: 1-5 extra holiday days per annum based on tenure.
• Work Where You Thrive: We have offices in Tallinn and Riga. Our UK team is fully remote, occasionally meeting in London for co-working sessions.
• Pension Plan: We offer a pension plan through Smart Pension, including an employer contribution (available for UK employees).
• Paid Maternity & Paternity Leave: In the Baltics, maternity and paternity leave follow local legislation and are covered by the government. For UK employees, we offer 12 weeks of paid maternity leave and 8 weeks of paid paternity leave after 12 months of tenure.
• Global Gatherings: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.
• Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.
• A Unique Company Culture: A diverse international team built on trust, teamwork, and laughter. Get a glimpse of life at Scoro on Instagram and Scoro's Blog.

You’d be a great fit if you have:

• 3+ years of experience in project delivery and customer onboarding in a SaaS company, working with enterprise, mid-market, or SMB/XS accounts to drive adoption.
• A strong understanding of service management frameworks and best practices to enhance customer success and operational efficiency.
• Excellent communication, interpersonal, and negotiation skills to build meaningful relationships and support customer growth.
• Commercial and analytical acumen to identify opportunities, foster long-term customer success, and drive retention.
• The ability to work independently and collaboratively in a supportive team environment.
• Strong problem-solving and decision-making skills, with a proactive and solutions-focused approach.
• A proactive mindset that fosters teamwork, accountability, and continuous learning.
• Great time management skills to balance priorities while maintaining a healthy work-life balance.
• Strong product presentation skills to effectively demonstrate value.
• Fluency in English (both written and spoken) is essential.

Bonus points for:

• Experience with tools like Zendesk, Planhat, or other customer success platforms.
• Background in the agency sector.
• Sales or pre-sales experience that supports customer growth.

If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside.

Please do not see everything in this job ad as a "must have" but rather as a guiding list of what we're looking for. We know that no candidate will be the perfect match for all we've mentioned in this posting, so don't be afraid to apply if you feel you're close to the brief but not "spot on"

At Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.