Onboarding Specialist

At Numero, we build software for political campaigns and nonprofits. Since our founding in 2019, we’ve scaled our platform to serve thousands of clients ranging from city council seats to US Senate races, and have helped them collectively manage over $10B in contributions.

Our platform is an all-in-one system comprised of a donor CRM, a broadcast email/text tool, and payment processing pages that our clients rely on for their work every day.

We experienced tremendous growth over the past 18 months and are hiring a Customer Success Onboarding Specialist to help us build strong relationships with customers, ensuring they achieve their desired outcomes with our products and services. In joining our small but mighty Customer Success team of 5, you will help shape our team’s culture and have a substantial impact on the success of our company 📈 — come join us!

Who we’re looking for

At Numero, our mission is to empower campaigns and organizations with the best financial tools in the industry. As an Onboarding & Support Specialist, you are the first impression of our product experience. You will be responsible for turning new customers into power users within their first month.

This is a dual-focus role: you will lead structured onboarding for new clients and serve as a trusted voice in our customer support inbox, ensuring no question goes unanswered and no user remains stagnant. You’ll be an integral part of administrative account setups and activations as we help campaigns get to market both efficiently and effectively.

We are looking for an early-career customer success professional with the following skills / qualifications:

• Experience. 2–4 years of experience in a customer-facing role (Support, Onboarding, or Implementation) within a SaaS environment. Experience in political tech or with CRM software is a major plus but not required.

• Communication. Exceptional written communication skills. You can explain complex technical concepts in a way that is easy for a non-technical campaign staffer to understand.

• Technical Aptitude. Comfortable managing CSV files, understanding data mapping, and troubleshooting software bugs. Experience with tools like Helpscout/Intercom/Zendesk, Slack, and Notion is preferred.

• Time Zone Alignment. Must be able to work East Coast hours (approx. 9 AM – 6 PM ET) to support our ET client base.

• Bias for Action. You enjoy the "grind" of a high-volume inbox and feel a sense of accomplishment by clearing a queue AND solving a user's problem.

What you'll be working on

• Drive Time-to-Value (TTV). Lead new customers through a defined 30-day onboarding journey. Your goal is to get their data imported, contribution forms live, and their first "call time" session completed as quickly AND effectively as possible. The most successful team members recognize that our customers want ROI quickly, but also in a manner that is repeatable and sets them up for future success.

• Inbox Management. You will be the front line for technical troubleshooting, "how-to" questions, and product feedback, providing fast, empathetic, and accurate responses.

• Technical Setup & Data Migration. Assist customers with data imports and CRM configurations. You’ll ensure their historical data is cleaned and mapped correctly so they can hit the ground running.

• Proactive Education. Conduct 1-on-1 and 1-to-many training sessions via Zoom to educate users on Numero’s core features and best practices.

• Resource Creation. Identify common friction points in the support inbox and create help center articles, Clueso videos, or FAQs to enable customer self-service.

• Feedback Loop. Act as the bridge between our customers and the product team. Synthesize common support trends and onboarding hurdles into actionable product requests.

What we value

Here are some of the concepts that we value as a team and hope resonate with you:

• Customer-Centric Mindset. You put the customer’s needs first, work hard to understand their goals, challenges, and pain points. You act as a trusted advisor rather than just a service provider.

• Proactive Engagement. Reaching out before issues arise, identifying ways to add value through best practices, training, or additional services. Monitoring customer health metrics to anticipate potential issues and churn.

• Strong Relationship Building. Establishing deep, long-term partnerships with customers, providing personalized experiences and support, and ensuring open and transparent communication.

• Product Knowledge and Expertise. Understanding the company’s products inside and out, educating customers on how to maximize its value, and acting as a bridge between customers and our development team.

• Problem Solving and Adaptability. Quickly identifying and resolving customer challenges, thinking creatively to help customers achieve success, and adjusting strategies based on evolving customer needs.

Compensation + Benefits

For this role, we offer a salary in the range of $65,000 - $70,000 + equity. We also offer the following benefits to help you do the best work of your career:

• Flexible PTO (including 12 company holidays and 2 weeks of required PTO each year).

• 401K Match.

• Medical, dental and vision coverage with HSA option; 50% coverage for dependents.

• Paid Parental Leave for primary and secondary caregivers.

• Your choice of premium tech setup – laptop, monitor, accessories, and headphones.

• $1,000 for your work-from-home setup.

• Annual company retreat and/or team offsites.

• Professional development support — we want you to grow with us and will invest in courses, certifications, or training that helps you develop your finance career.

Process + Timeline

We aim to keep our interview process lightweight + efficient — we can move from an intro phone call to an offer within a week. It generally involves the following steps:

• Intro Call: A ~30-minute call with our Director of Customer Success to review your background + experience and learn more about the role. If there is a mutual fit, we’ll schedule an interview with our Co-Founder and CFO.

• Skills Assessment: A short take-home exercise where you'll work through a realistic customer success question and response. This should take about 1 hour.

• CFO Interview(s): A ~1-hour interview with our Co-Founder and CFO that dives into your individual work history and your relationship building skills.

• Final Interview with Cofounders: A quick ~30-minute chat with our other two cofounders to give you and our founders a chance to ask questions.

If all goes well, the next step is extending an offer 🎉!