We’re looking for a proactive, tech-savvy, and results-driven Onboarding Specialist to join our Customer Success team. You’ll be responsible for onboarding and activating premium, high-growth merchants, ensuring they launch quickly, adopt key features, and are set up for long-term success on Bumpa.
This is a metrics-driven, outcome-focused role where you’ll manage the onboarding process end-to-end, from post-payment to full go-live. Our merchants often have complex operational needs, and your job is to deliver a smooth, structured onboarding experience while building trusted relationships with their teams.
You’ll work cross-functionally with Sales, Product, Engineering, and Support to eliminate friction, accelerate activation, and contribute directly to merchant retention and satisfaction.
Job Details
- Lead end-to-end onboarding for assigned high-growth merchants, from setup: product uploads, domain mapping, branding, integrations.
- Design and execute custom onboarding plans tailored to merchant complexity
- Drive merchant activation within 30 days, with a Go-Live Rate target of ≥ 80%
- Serve as the primary point of contact for merchant stakeholders (business owners, operations leads, store managers)
- Manage timelines, track progress, remove blockers, and ensure a positive onboarding experience
- Collaborate with Support, Product, and Engineering to resolve onboarding issues
- Track and report on key onboarding metrics weekly: Go-Live Rate, Time-to-Value, Activation, First Milestone Sale, Retention
- Identify risks to merchant retention and work cross-functionally to address them
- Continuously improve onboarding strategies based on merchant feedback and internal insights
- Work with cross-functional teams (Sales, Product, Account Management) to optimise onboarding strategies and improve key performance indicators.
Requirements
- 2–4 years of experience in onboarding, project management, or enterprise customer success
- Strong stakeholder management skills, ability to work with both merchant teams and internal product/success teams
- Excellent written and verbal communication
- Great relationship-building instincts, merchants trust you
- Proven ability to handle multiple complex onboarding projects at once
- Highly organised with solid project management practices (Gantt charts, timelines, weekly status updates, etc.)
- Experience with B2B SaaS, commerce, or POS platforms is a strong advantage
- Bonus: Familiarity with e-commerce environments, or experience working with large e-commerce clients
Benefits
- Competitive salary
- Paid annual leave
- Full extended medical benefits
- A supportive and collaborative internal culture
- Diverse, smart, and talented co-workers
- A collaborative, fun work environment where laughing and learning to go together
- Growth opportunity to same and other roles
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