Small Business Onboarding Specialist

SUMMARY:
-

POSITION INFO:

Location: Hybrid Cape Town
Employment Type: Full-Time
Industry: SaaS | Accounting Technology | Customer Success

WatersEdge Solutions is partnering with a client to recruit a customer-focused Small Business Onboarding Specialist. This role is ideal for someone who enjoys helping small business customers get started successfully, combining onboarding, product guidance, light sales conversion, and customer success support.

About the Role

As Small Business Onboarding Specialist, you will own the customer experience from first contact through the first 90 days of the customer journey. You’ll engage prospective and new subscribers, convert qualified leads, run discovery calls and product demos, and guide customers through setup and early adoption.

Key Responsibilities

• Engage new subscribers within their first 90 days to support successful onboarding
• Understand customer business needs and guide setup accordingly
• Run 1:1 and small-group onboarding sessions or webinars
• Cover key workflows such as bank feeds, invoicing, bills, payments, and reporting
• Address product questions and reduce setup or adoption friction
• Identify upsell, cross-sell, or ecosystem app opportunities
• Document customer interactions, pain points, and recommendations
• Collaborate with sales, marketing, customer success, and product teams
• Stay updated on product features, competitor offerings, and industry trends
• Participate in sales meetings, enablement, and training sessions

What You’ll Bring

• 2+ years of experience in onboarding or customer success
• Excellent written and verbal communication skills
• Ability to simplify complex concepts for small business owners
• Strong attention to detail and organisational skills
• Ability to work independently and manage a varied workload
• Comfortable working in a high-activity, data-driven environment
• Experience using CRM systems such as Salesforce or HubSpot
• Bachelor’s degree or equivalent practical experience preferred

Nice to Have

• SaaS sales or onboarding experience
• Basic understanding of small business accounting processes such as invoicing, bills, and reconciliations
• Experience running webinars, product demos, or customer training sessions

What’s On Offer

• Opportunity to support small businesses through their early product journey
• Collaborative environment across sales, customer success, marketing, and product
• Role with direct impact on activation, adoption, retention, and customer growth
• Exposure to SaaS onboarding and accounting technology

Company Culture

This is a values-led environment focused on creating customer experiences that people love. The team values progress, accountability, empathy, collaboration, and continuous learning. It’s a strong fit for someone who enjoys helping customers, moving quickly, and working together to create positive outcomes.

Please Note: If you have not been contacted within 10 working days, consider your application unsuccessful.