Customer Onboarding Specialist

MyOme's mission is to provide clinically actionable genetic information to patients throughout their lives. We combine clinical-grade whole genome sequencing, advanced methods for genome interpretation, and seamless digital tools for doctors and patients to order and access results. Our team is composed of seasoned entrepreneurs, scientists, and operators, and we're backed by top-tier investors.

Position Overview

Are you passionate about creating a world-class customer experience and ensuring every new client starts their journey with a win? MyOme, a leader in precision medicine, seeks a proactive and organized Customer Onboarding Specialist to join our rapidly growing team. Reporting to the Director of Customer Success, you'll play a pivotal part in activating new clients and bridging the gap between the initial sale and full product adoption. By providing a high-touch, concierge experience, analyzing customer data, and collaborating closely with Sales, you'll drive early adoption, increase product pull-through, and secure long-term customer retention.

What You'll Do

• Collaborate with Sales to understand each customer's goals, scope, and success criteria before onboarding begins.
• Welcome and activate new accounts post-sale, leading training and onboarding sessions. Document key expectations and milestones in CRM.
• Monitor onboarding progress, track milestones, provide feedback to Sales on friction points or recurring onboarding trends, and proactively resolve blockers.
• Ensure CRM and internal systems reflect accurate onboarding status and notes.
• Align with Customer Success to determine tier level and support pathway.
• Escalate enterprise accounts to Customer Success once onboarding milestones are met. Provide clean, comprehensive handoffs to the assigned CSM, including training completion, launch readiness, and engagement notes.
• Identify proactive opportunities to streamline onboarding processes, training materials, and activation playbooks.
• Contribute and track onboarding metrics and provide feedback loops to the Director of Customer Success.
• Maintain documentation and FAQs in the internal knowledge base.
• Other duties as assigned.
  
  

What You'll Need

• Bachelor's degree or equivalent experience.
• 2 - 4 years in customer-facing roles (customer success, onboarding, project coordination, or account management).
• Excellent communication and organizational skills.
• Comfort working cross-functionally in a startup environment.
• Experience in healthcare, genomics, SaaS, or life sciences preferred.
• CRM experience (HubSpot, Salesforce) strongly preferred.
• An advanced communicator with impeccable clarity and conciseness, effectively conveying information to diverse audiences.
• Thrive in an entrepreneurial environment, requiring you to be a self-starter who can independently manage priorities, and operate with a high degree of autonomy.
  
  

Location, Compensation, and Benefits:

• Location: Remote in the US
• Compensation: Annual base salary range is $70,000 - $80,000, depending on experience. There is also a 10% to 20% variable compensation in addition to the base.
  
  

San Francisco Bay Area pay range

$70,000

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$80,000 USD

Benefits

• Comprehensive healthcare coverage (Health, Dental, and Vision)
• Equity
• 401K
• Unlimited PTO
• Professional development opportunities
• Company-sponsored off-sites and team meals during in-person meetings
• Direct access to company leadership and the opportunity to grow into a leadership role
  
  

Why Work at MyOme?

Join Us If You

• Want to make an impact at the intersection of healthcare and technology, changing the way people engage with their health at the genetic level
• Enjoy rolling up your sleeves, taking initiative, and being empowered to lead
• Value humility, transparency, and collaborative problem-solving
• Thrive in fast-moving, dynamic environments with smart, driven teammates
• Appreciate competitive compensation, meaningful equity, and excellent benefits
  
  

Learn More: myome.com