Who we are

Crowded is a financial management platform that aims to simplify finances for nonprofit organizations. Our embedded finance stack allows nonprofits to process payments, store money safely, spend transparently & comply with IRS regulations in an all-in-one platform. We believe that nonprofits deserve modern banking tools that meet their needs. That’s why we’re building a range of flexible and affordable financial solutions designed specifically for nonprofits. We offer customizable account structures and online banking services to make managing finances easy and stress-free for nonprofits.

About the Role

The Customer Onboarding Specialist ensures a seamless and successful onboarding experience for new Crowded customers. Acting as the main point of contact for mid-market customers, you will lead strategic onboarding sessions, coordinate with cross-functional teams, and work directly with key decision-makers and end-users. Your efforts will be critical in maximizing their utilization of the Crowded platform and ultimately enhance customer retention and satisfaction. This role requires a proactive, customer-centric mindset, excellent communication skills, and a deep understanding of SaaS onboarding best practices.

Your role includes handling new customer setup, coordinating with our internal teams for advanced tasks, conducting scheduled training sessions, and providing customers with the materials they need to successfully get started with Crowded.

After onboarding, customers transition to our Customer Success team, ensuring they are set up for long-term success. This role requires exceptional project management, communication, and customer relationship-building skills.

***Must be located in Florida***

Key Responsibilities

Customer Onboarding & Implementation

• Lead onboarding for mid-market customers as the main point of contact throughout onboarding.
• Join kick-off calls to collaborate with new customers to understand their specific goals, needs, and requirements.
• Create and maintain timelines for customer setup.
• Handle the activation of accounts after sign up and assist customers in setting up their accounts.
• Request marketing materials, technical updates, and other tasks requiring collaboration with internal teams.

Customer Training & Enablement

• Conduct one-on-one or group training sessions to ensure customers are operational and confident using Crowded.
• Ensure all Crowded end-users are active and support continuous learning through follow-up sessions and best-practice sharing.
• Update and maintain training guides as needed as well as create new materials based on customer needs.
• Continuously improve the onboarding experience based on customer feedback and evolving product capabilities.
• Track and report onboarding metrics via Salesforce.

Collaboration & Communication

• Manage communication with customers and internal teams to ensure clarity and progress.
• Identify and mitigate risks early in the onboarding process, escalating and collaborating cross-functionally as needed
• Strong relationship-building and stakeholder management skills across customer, partner, and internal teams

Handoff & Continuous Improvement

• Transition customers to our Customer Success team within 90 days.
• Identify opportunities to improve the onboarding experience, reduce onboarding time, and enhance efficiency.
• Provide feedback to internal teams to address technical challenges and prioritize feature requests.

Qualifications

Required Skills:

• Bachelor’s degree
• 2+ years of experience in a customer-facing B2B role.
• Proven ability to manage multiple onboarding's and meet deadlines.
• Strong project management skills with attention to detail and timeline management.
• Excellent verbal and written communication skills; comfortable with email, phone, and video communication.
• Experience developing onboarding materials and process improvements.
• Familiarity with modern web tools, project management platforms, and documentation software.

Preferred Skills:

• Experience in Fintech or SaaS platforms
• Familiarity with onboarding KPIs and quality metrics
• Comfortable working in a fast-paced, startup environment with changing priorities
• Experience working with Nonprofit organizations, Associations, and Clubs

Benefits and Culture:

At Crowded, you’re not just joining a company—you’re joining a mission. Here’s what we offer:

• Competitive pay with base salary, plus bonus in a game-changing startup.
• Comprehensive health, dental, and vision insurance.
• A 401k plan with matching.
• Personalized growth through training, mentorship, and career advancement opportunities.
• A vibrant, inclusive workplace where collaboration fuels innovation and every voice matters.

Crowded Technologies Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.