Customer Experience Specialist

4 hours ago


Stockholm, Stockholm, Sweden Mentimeter Full time

Mentimeter is a global company that aims to revolutionize the way people interact with each other during meetings and presentations. We are looking for a highly skilled Onboarding Manager to join our team in Sales.

About the Role
  • This is an exciting opportunity for someone who wants to take on a strategic role, driving the success of our Enterprise Customers through world-class onboarding.
  • You will work closely with our customers to ensure they get value from Mentimeter from the start, accelerating their time-to-value and securing long-term engagement.

Main Responsibilities

Strategic Onboarding Leadership
  • Own, refine, and improve our onboarding process for our Enterprise Customers, ensuring we set our customers off to a strong start in using our tool (adoption and usage) with the aim to drive future retention and expansion.
Project Leader for Global Onboarding Process
  • Drive the team adoption of a structured and scalable onboarding approach, ensuring team alignment and continuous optimization for efficiency, impact, and an improved customer experience.
Global Customer Routing
  • Manage the customer routing process globally, ensuring a smooth and successful handover from customer acquisition to customer success, within our set timeframes.
Key Responsibilities
  • Drive onboarding for selected Enterprise Customers, ensuring a smooth rollout and maximizing adoption.
  • Lead onboarding workshops, webinars, and training to accelerate adoption and demonstrate Mentimeter's value.
  • Support technical implementations (SCIM, SSO, integrations) to remove barriers to usage.
  • Monitor onboarding KPIs and customer engagement data, identifying trends and implementing improvements.
  • Continue to develop, refine, and scale our onboarding process, bringing best-in-class methodologies and automation to improve efficiency.
  • Responsible for ensuring that all our customers, globally, are taken through our onboarding journey with appropriate actions from the Customer Success team, within desired timelines.
  • Global routing of all new customers to the Customer Success team.
  • Ensure we have an efficient customer routing process that is scalable, automated, and fair.
  • Collaborate cross-functionally with Customer Acquisition, Customer Success, Product, and Marketing to ensure a seamless customer experience.
Requirements
  • 5+ years experience in Customer Success and Onboarding, within a SaaS or tech-driven environment.
  • Experience from onboarding Enterprise Customers, including working with senior stakeholders.
  • Experience from setting up and establishing and/or refining an onboarding journey, being part of driving strategic initiatives and ways of working that were implemented across the team/org.
  • Strategic mindset – ability to both execute and shape the bigger picture.
  • Strong Project management skills – process-driven, structured, and detail-oriented with the ability to take something from start to finish.
  • Ability to handle multiple priorities and drive initiatives forward independently.
  • Data-driven approach – ability to track, analyze, and optimize onboarding impact.
  • Comfortable with technical setups (SCIM, SSO, integrations).
  • Strong communicator & relationship-builder.
  • Curious, good listener, and responsive to others' needs.
  • You are required to have professional level English (we operate in 100+ markets).


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