Customer Onboarding Specialist
PushPressAbout the role
We are transforming how boutique fitness owners operate and how the entire $100B global fitness industry connects, transacts, and grows. Trusted by more than 5,000 gyms and 500,000 members, PushPress processes ~$1B annually.
We're a Series B company backed by Altos Ventures, StepStone, and Mucker Capital, and we're going all-in on AI. Our AI Assistant, AI Member Intel, and AI-powered reporting tools are already changing how gym owners and coaches operate. We believe AI should make the human side of fitness better, not replace it.
By embedding intelligence directly into the product, we enable boutique fitness owners to make faster decisions, unlock new revenue streams, and collaborate across a connected network. As more gyms join the platform, data compounds, intelligence strengthens, and the value of the ecosystem increases for every owner
We are a global team of builders, operators, and fitness fanatics on a mission to level the playing field for independent fitness entrepreneurs. If you are ready to help reshape an industry, let's talk!
About The Role
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.
What You'll Do
- 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 Success Is Measured
- Time to Complete Onboarding — duration from contract signing to account launch.
- Onboarding CSAT — client satisfaction score for the onboarding experience.
- Early Retention — measured against churn reduction targets in the first six months.
What You'll Need
- Strong working knowledge of the PushPress product suite, including platform configuration and core workflows.
- Experience leading customer onboarding, implementation, or setup projects in a SaaS environment.
- Comfort delivering onboarding over video, screen share, and live troubleshooting sessions.
- Strong project management skills with consistent follow-up and milestone ownership.
- Clear, confident communication with the ability to explain technical concepts simply.
- High attention to detail and d
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