Customer Onboarding & Success Coordinator

Company Overview

Vanillaware develops software solutions for senior care communities. Our platforms include inventory management, point-of-sale systems, and mobile applications designed specifically for senior living environments. We are committed to delivering exceptional customer support and creating digital tools that are intuitive, efficient, and easy to adopt. As a Software-as-a-Service (SaaS) provider, we take a consultative approach, prioritizing long-term customer relationships and ongoing partnership. Founded in 2006, Vanillaware is a Grand Rapids-based small business serving senior care organizations across the country.

Job Description

Vanillaware is looking for a motivated and detail-oriented Customer Success Representative to support our customers from sales through onboarding, assisting in successful adoption of Vanillaware technology.

In this role, you’ll focus on supporting customer outreach, onboarding, and engagement. You will work closely with new and existing customers to understand their business goals, answer their questions, conduct training sessions, and ensure customers feel confident using our products.

The ideal candidate enjoys teaching others, solving problems, communicating with a variety of stakeholders, and building long-term customer relationships.

Duties/Responsibilities

• Serve as the primary point-of-contact for customers from kickoff through successful go-live.
• Deliver engaging virtual training sessions for administrators and end users.
• Collaborate with Project and Support teams to communicate customer feedback, feature requests, and implementation challenges.
• Monitor customer adoption and proactively identify opportunities to improve engagement and long-term success.
• Maintain accurate customer records, notes, training, and tasks within CRM and project management systems
• Support customer check-ins following implementation to ensure continued success and satisfaction.
• Contribute to continuous improvement of onboarding processes, documentation, and training resources.
• Collaborate cross-functionally to ensure smooth transitions from signed contract to support handoff.
• Communicate professionally with customers and internal teams to ensure questions and requests are addressed promptly

Qualifications

• Excellent written and verbal communication skills
• Strong presentation and training skills, with the ability to explain technical concepts to non-technical audiences.
• Highly organized with strong attention to detail
• Self-motivated and capable of working independently in a remote environment
• Customer-first mindset
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook
• Associate’s or Bachelor’s degree in Communications, Education, Marketing, or a related field preferred
• Previous experience with customer success or service, sales support, marketing, or professional development training is a plus
• Experience using CRM, project management, or help desk software is preferred.

Ideal Candidate Traits

• Customer-first mindset
• Driven, dependable, and eager to help others learn
• Strong problem-solving and critical thinking abilities.
• Comfortable managing multiple implementation projects simultaneously.
• Embraces change and enjoys learning new technologies and business processes
• Strong sense of ownership and follow-through on assigned tasks
• Positive energy and enthusiasm for helping customers succeed
• Proactively identifies opportunities to improve customer experiences and internal processes.
• Builds trust quickly and communicates with empathy and professionalism.
• Comfortable creating and adapting training and communications to different audiences.
• Thrives in a collaborative, fast-paced environment.

What Success Looks Like

In this role, success means customers launch confidently, adopt our software effectively, and view Vanillaware as a trusted partner. You will play a key role in creating a positive onboarding experience that drives customer satisfaction, long-term engagement, and successful implementations.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Application Question(s):

• Describe your approach to building relationships with customers. What do you do to create trust, understand their needs, and ensure a positive experience?

Education:

• Associate (Required)

Experience:

• Customer support: 1 year (Required)

Work Location: Hybrid remote in Grand Rapids, MI 49525

Salary : $50,000 - $55,000