Customer Success & Onboarding Specialist

About FleetPaths

FleetPaths is a rapidly growing SaaS platform that helps municipalities, public works departments, transit agencies, schools, and private fleet operators manage daily operations through real-time routing, navigation, reporting, job tracking, and operational visibility.

Our mission is simple: help organizations operate more efficiently while providing better service to the communities they serve.

FleetPaths is experiencing significant growth and is expanding its Customer Success team to ensure every customer receives an exceptional onboarding and support experience.

About the Role

We are seeking a highly organized, customer-focused, and self-motivated Customer Success & Onboarding Specialist to guide new customers through implementation, training, and ongoing adoption of the FleetPaths platform.

This is not a traditional help desk role.

You will become a trusted advisor to our customers, helping them successfully launch and utilize FleetPaths while building long-term relationships that drive customer satisfaction and retention.

The ideal candidate enjoys solving problems, teaching others, taking ownership of customer issues, and working independently in a fast-paced software company.

What You’ll DoCustomer Onboarding & Training

• Guide new customers through the onboarding process from kickoff to successful deployment.
• Configure customer accounts and assist with implementation activities.
• Conduct virtual and in-person training sessions for customers.
• Create onboarding plans and monitor progress toward successful adoption.
• Ensure customers are comfortable using the FleetPaths platform and understand available features.

Customer Success

• Build strong relationships with customers and serve as a primary point of contact.
• Proactively reach out to customers to ensure they are receiving value from the platform.
• Identify potential issues before they become problems.
• Gather customer feedback and communicate product improvement opportunities to the Product and Engineering teams.
• Help customers discover additional ways to utilize FleetPaths within their organization.

Customer Support

• Respond to customer inquiries via phone, email, and video meetings.
• Troubleshoot software issues and coordinate with Engineering when escalation is required.
• Create clear, detailed internal tickets and documentation.
• Track issues through resolution and maintain customer communication throughout the process.

Internal Collaboration

• Work closely with Sales, Product, Engineering, and Leadership teams.
• Maintain accurate customer notes and activity history within the CRM.
• Assist in creating customer-facing documentation, knowledge base articles, and training materials.
• Help communicate new features and product enhancements to customers.

What Makes Someone Successful in This Role

• Takes ownership of problems and follows them through to completion.
• Enjoys helping customers succeed.
• Learns new technology quickly.
• Communicates clearly and professionally.
• Thrives in a fast-growing company environment.
• Works independently and manages priorities effectively.
• Pays attention to details while maintaining a customer-first mindset.

Required Qualifications

• 1–3 years of experience in Customer Success, Customer Support, Account Management, Training, or a related role.
• Strong written and verbal communication skills.
• Excellent organizational and time management abilities.
• Comfortable learning and supporting SaaS software applications.
• Ability to manage multiple customer relationships simultaneously.
• Strong problem-solving skills and attention to detail.
• Proficiency with Microsoft Office, Google Workspace, or similar productivity tools.

Pay: $18.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Paid training

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Kalamazoo, MI 49008 (Required)

Work Location: In person

Salary : $18 - $25