Customer Onboarding Specialist

About Command|Link

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.

Learn more about us here!

This is a remote position open to candidates residing in the following states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Indiana, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin

About your new role:

As a Customer Success Manager, you will own the post-sale customer journey, ensuring seamless onboarding, technical implementation, and long-term success. You will work closely with customers, sales, and technical teams to drive adoption, optimize integrations, and identify upsell and cross-sell opportunities.

Key Responsibilities

• SaaS Implementation & Customer Onboarding
• • Lead end-to-end SaaS implementations, guiding customers through account setup, configuration, and user training.
  • Define implementation roadmaps, timelines, and key success metrics based on customer needs.
  • Provide technical support and best practices for integrating our SaaS platform with third-party tools, APIs, and enterprise systems.
  • Collaborate with Product and Engineering teams to troubleshoot integration challenges, custom configurations, and feature adoption.
  • Develop and deliver customer onboarding playbooks, training sessions, and knowledge base content.
• Customer Growth & Expansion
• • Identify upsell and cross-sell opportunities, positioning additional SaaS features, advanced configurations, and value-added services.
  • Conduct business reviews and data-driven adoption analyses to optimize customer engagement.
  • Act as a trusted advisor, helping customers align platform capabilities with their business objectives.
  • Partner with Sales on renewals, contract expansions, and strategic account planning.
• Product Demos, Discovery & Technical Consultation
• • Conduct product demonstrations for existing customers, tailoring sessions to address specific business challenges.
  • Lead discovery calls to understand customer workflows and recommend customized SaaS implementations and integrations.
  • Provide consultative guidance on platform capabilities, API usage, and system interoperability.
• Customer Relationship Management & Support
• • Serve as the primary post-sale point of contact, ensuring proactive engagement and issue resolution.
  • Monitor SaaS usage analytics, customer health metrics, and adoption trends to mitigate churn risk.
  • Gather customer feedback and provide input on product roadmap improvements to enhance usability.
  • Onboarding existing customers on new products and features as they get released.

What you'll need for success:

• 3+ years of experience in Customer Success, SaaS Implementation, or Technical Account Management, preferably within telecommunications, networking, or cloud-based infrastructure.
• Hands-on experience with SaaS implementations and onboarding, API integrations, and enterprise system configurations.
• Knowledge of networking solutions, firewalls, cloud networking, SD-WAN, telecommunications infrastructure, or IoT connectivity.
• Proven track record of driving SaaS adoption, leading technical onboarding, and increasing customer retention.
• Experience with upselling and cross-selling SaaS solutions in a B2B environment.
• Exceptional communication and problem-solving skills, with the ability to translate technical concepts into business value.
• Experience with data analytics, reporting tools, and customer usage tracking is a plus.

Why you'll love life at Command|Link

Join us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off  
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

Commandlink hires individuals in a number of geographic regions and the pay ranges listed reflect the cost of labor across these regions. The base pay for this position as displayed at the bottom of the job description is a range based on our lowest geographic region, up to our highest geographic region. Pay is based on location among other factors, such as skill-set, experience, and qualifications held.