Onboarding Specialist

About the role Supermetrics helps marketing teams get their data out of the platforms they advertise on and into the tools where they report and make decisions. Most of our customers start on their own through self-serve. Some of them get stuck along the way, and today we can't reliably tell which ones are stuck and which ones are simply moving at their own pace. This role exists to change that. You will own proactive outreach to self-serve customers during onboarding, and you will assist in delivering onboarding for our 1:1 approach. You will also help build the model that decides which customers need which kind of support. That model is being built now, so you will shape it rather than inherit it. What you will do - Run risk-based outreach to self-serve customers. This covers one-to-many communications for most customers and one-to-one contact where a customer's potential warrants it. - Diagnose why a customer is stuck. It could be a technical blocker, a use case mismatch, or not yet understanding the value. Hand genuinely technical issues to our Implementation Architects with clear context. - Help design and refine the risk-tiering model that triggers outreach, and give input on the AI and agentic tooling that supports customers getting started. - Feed patterns you see back to Product, Support and Customer Success, so that fixable friction gets fixed rather than repeated. - Assist in the delivery of 1:1 onboarding where needed. What you will bring - Ideally 1-2 years in a customer-facing role, such as sales development, onboarding, customer success or technical support. - Familiarity with performance marketing and the tooling used such as ad platforms, analytics tools and reporting destinations will be a huge plus! - Comfort using data to spot trends and prioritise your own time across a large book of customers. - Clear, plain written communication, since much of your outreach will reach many customers at once. - Curiosity about automation and AI, and a practical view of where a person adds more value than a sequence does. Nice to have - Experience with a CRM system - A background at a marketing agency or in-house marketing team. - A second European language. What success looks like in the first six months - Self-serve and Scaled customers are visible to the team every week, rather than only surfacing when they churn. - A first version of the risk-tiering model is agreed and in use. Benefits we offer… - Competitive compensation package, including equity - Great work equipment, and home office allowance for those working in our fully remote locations - Health care benefit and leisure time insurance - Annual 1000 euros of personal learning budget - Sports and wellbeing allowance Benefits may vary depending on location. Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics. Join us in putting AI to work for marketers Supermetrics helps marketers make better decisions. It connects marketing data from platforms like Facebook Ads and Google Analytics to the AI tools, analytics tools, and data warehouses marketers already use, putting it right where they need it. With Supermetrics, a marketer can connect their data to AI tools like Claude and ChatGPT, ask questions about their campaigns, and get insights and recommendations grounded in live data. From there, they can also manage and update campaigns across every connected platform, automatically and in one place, using guardrails to stay in control. We work with organizations of every size: small teams that want enterprise-level reporting without the overhead, global brands like Dyson and L'Oréal that need visibility across millions in ad spend, and agencies like dentsu and McCann UK that manage large portfolios of client accounts at scale. In total, over 200,000 businesses trust Supermetrics to help them make the best decisions with their marketing data. We've grown from a one-person shop in 2013 into a global powerhouse, and we're only getting started. Today, we're 300+ people, with teams spread across 10 countries and 3 continents. Our team represents more than 50 nationalities which makes us a multicultural, collaborative, thriving team. Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and quick to act, we see what needs doing, take ownership, and run with it. As team players, we help each other and win together. We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully. It all started with a Google t-shirt... Read the rest of our story at supermetrics.com/about. How we use AI in the recruitment process: We use AI to help our recruiters work through applications faster, for example, summarizing your resume and scheduling interviews. A recruiter reviews every application, and no hiring decision is ever made by AI. For some roles, your first interview may be with an AI interviewer instead of a person, and a recruiter reviews that conversation before deciding whether you move forward. From there, our human interviewers may use AI to take notes throughout the rest of the process, never to score or evaluate you, just so they can stay focused on the conversation instead of typing. You'll be told before this happens, and if you'd rather not be recorded, you can opt out at any point. It covers the rest of your process and never affects how you're evaluated. Every hiring decision is made by our human recruiting and hiring teams.