Customer Success Specialist (Onboarding) - USA at Hoylu
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About this role
ABOUT HOYLU Construction projects are among the most complex collaborative efforts in the world, with the teams continuously aligning decisions, plans, and execution across constantly changing conditions. Hoylu is a visual operations platform that connects planning, coordination, and execution in one shared environment. Hoylu enables teams to work from a single operational layer where data evolves in real time and everyone stays aligned. Our platform helps teams coordinate work more clearly, adapt faster, and deliver projects with greater predictability. The result is a more connected project environment where teams spend less time managing information and more time moving the project forward. THE OPPORTUNITY As our Onboarding Specialist on our Customer Success team, you conduct onboarding for new projects or user groups. Our goal with onboarding is to ensure our customers understand and feel comfortable in the platform and can reach real platform value as quickly as possible. This role will also take on the complex, consultative questions that call for deep Hoylu product knowledge. Your work drives account retention and growth Onboarding Ownership Run the client onboarding lifecycle end to end, from handoff at contract close through setup, training, and onboarding adoption milestone tracking. Every account follows a documented, consistent process. Platform Introduction Make sure every new customer reaches measurable platform value from training start to onboarding graduation. Platform Expertise Deep technical knowledge of the Hoylu platform as well as integration with our Product team to collaborate on future releases and platform integrations. Projects and Tasks Complete assigned work on time and thoroughly, with proactive communication, clear priorities, and strong collaboration. WHAT YOU WILL DO
Lead every phase of client onboarding: initial set up, training delivery, and milestone tracking.
Deliver onboarding training for new accounts and for new user groups at existing accounts, including stakeholder expansions coordinated with account leadership.
Track onboarding completion rates and platform adoption health in onboarding phase for every account and user group onboarded.
Answer complex questions on other platform alignment, workspace configuration, advanced workflows, and integrations.
Act as the internal platform expert for the Customer Success team, supporting the Customer Success Manager, Account Specialists, and Support Specialist as they develop account relationships.
Work with the team to refine onboarding processes and support tools based on customer feedback and adoption results, so new teams get up to speed faster.
HOW SUCCESS IS MEASURED
Every new project assigned is onboarded on time, with documented milestone completion.
Onboarding adoption is tracked and reported for all onboarded accounts. No account plateaus without a documented, active intervention plan.
Become a platform expert and handle complex customer situations with confidence and a strategic mindset.
WHAT WE ARE LOOKING FOR
Five years of experience in customer success, customer onboarding, platform training, or related client-facing role in B2B SaaS or technology.
Experience in the construction, AEC, or infrastructure industries (required).
Deep curiosity about software platforms, can learn tools completely and can teach them to people at any level of technical comfort.
Strong training and facilitation skills can run a live onboarding session for a room of construction professionals at all levels and make it relevant.
A documentation instinct to build processes and playbooks that others can follow.
A proactive approach to adoption, watching engagement with ability to read a room and pivot when necessary.
Patience and precision in customer communication with ability to answer complex, nuanced questions clearly.
A collaborative mindset, working closely with Account Leads, platform support and the Customer Success Manager to support new projects at every level and type.
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