Customer Success Coach

Intrigma is a fast-growing SaaS company revolutionizing the healthcare industry with cutting-edge scheduling software used by hospitals, nursing groups, and physician groups. Our solution simplifies complex scheduling logistics, and we’re now enhancing this with a powerful AI to streamline the customer onboarding experience. As we scale, we’re seeking a Customer Onboarding Specialist who will play a pivotal role in training new users, supporting their transition to AI-driven tools, and building a lasting customer success framework.

We are looking for a Customer Onboarding Specialist who blends technical aptitude with project management and interpersonal finesse. This role is critical in setting the foundation for long-term customer success. You’ll guide clients through the initial setup and training phases, create tailored onboarding journeys, and provide key input into building our knowledge base for AI-supported onboarding.

You will also serve as a bridge between customers and internal teams, helping to identify opportunities for automation and improved support processes, while actively participating in the evolution of our onboarding strategy.

• Train customers on how to effectively use Intrigma’s sophisticated scheduling software.
• Build onboarding plans, training materials, and video seminars tailored to healthcare clients’ unique needs.
• Set up and configure customer accounts based on workflow requirements and role-based access needs.
• Guide clients through early adoption of our AI-driven onboarding features and knowledge base.
• Deliver clear, empathetic, and timely communication via video calls, chat, and email.
• Contribute to and help expand our onboarding knowledge base to scale client self-service.
• Provide support via Zendesk during onboarding phases (including limited weekend availability).
• Collaborate with cross-functional teams (product, engineering, and automation) to resolve issues and improve onboarding tools.
• Identify opportunities for onboarding automation and communicate needs to the product team.
• Lead onboarding projects, track milestones, and conduct post-project reviews to ensure continuous improvement.
• Communicate expectations proactively and manage escalations with professionalism and tact.
• Build strong, trust-based relationships with clients from diverse backgrounds and time zones.
  

• Bachelor’s or Master’s degree, preferably in a technical, business, or healthcare-related field.
• 3+ years in a customer-facing or technical onboarding role in a SaaS environment.
• Proven experience with project management; PMP certification is a plus.
• Excellent communication and presentation skills—confident leading customer-facing sessions.
• Strong technical acumen and ability to learn complex systems quickly.
• Experience in healthcare or familiarity with healthcare workflows is a strong plus.
• Comfortable working independently and prioritizing in a fast-paced, dynamic setting.
• High levels of patience, empathy, adaptability, and problem-solving ability.
• Fluent English (C1 level or higher); multilingual skills are a bonus.
• Experience working across time zones and multicultural teams.
  

• Experience with support ticketing systems (e.g., Zendesk).
• Background in agile, Scrum, or familiarity with scrum master practices.
• Previous experience contributing to onboarding automation or AI-assisted support systems.
  

• 100% remote work flexibility with a supportive and collaborative team culture.
• A kind, mission-driven group of professionals passionate about improving healthcare.
• Opportunities for growth, ownership, and contributing to meaningful innovation.
• Occasional team-building meetups and retreats.
• The chance to shape the onboarding process for a company embracing AI and automation.