Customer Onboarding Specialist

Position Title: Onboarding Specialist

Location: Boston, MA

Job Type: Full-Time

Department: Operations

Reports To: Director, Customer Success

Salary: $55,000-$70,000

Company Overview

At StemWave, we’re not just building medical devices—we’re redefining what non-invasive care can do. As one of the fastest-growing shockwave therapy companies in the U.S., we’re leading innovation that transforms how patients heal. Based in Boston’s Seaport District with additional offices in Woburn, MA, our team is fueled by purpose, driven by progress, and united by a bold vision for the future of medicine.

Ranked the 227th fastest-growing privately held company in 2023, StemWave is on an exciting growth trajectory. We're a dynamic, early-stage company where big ideas move fast, creativity is celebrated, and your impact is immediate.

Position Summary

We are looking for a highly energetic and personable Onboarding Specialist to join our growing team! If you thrive in connecting with people, making an impact, and delivering exceptional service, this role is for you. As the first point of contact after a purchase, you will guide our customers through their journey with StemWave.

Your mission will be to engage, educate, and inspire! You’ll lead introductory calls, set clear expectations, provide hands-on device training, and introduce key marketing strategies to ensure our customers’ success. With a goal of 25+ calls per week, you’ll excel in a fast-paced environment, managing scheduling and follow-up tasks to keep everything running smoothly.

If you’re excited about working with a high-energy team, building lasting relationships, and helping customers achieve success, we want to hear from you!

Key Responsibilities

• Serve as the primary point of contact for clients post-sale, guiding them through the pre-delivery onboarding process.

• Lead stakeholder kickoff meetings and coordinate key implementation activities.

• Track, document, and report on onboarding progress and outcomes, ensuring a seamless customer experience.

• Help shape and refine the onboarding process to continuously improve customer satisfaction and engagement.

Required Qualifications

• Bachelor’s degree required

• 0-3 years of customer-facing experience (e.g., sales, support, or onboarding)

Key Skills

• Strong organizational skills with the ability to multitask and manage time effectively.

• Excellent verbal and written communication skills, with an ability to inspire and engage others.

• A passion for educating and empowering customers, ensuring they have the tools and knowledge to succeed.

• Medical device experience is a plus, but not required.

Key Performance Indicators

• Onboarding Call No-Show Rate: % of scheduled onboarding calls missed by clients - Target: < less than 5%

• Handoff Readiness Score: Internal score or checklist to confirm the provider is ready for the client success manager (i.e., 10/10 checklist completed) - Target: Score ≥ 9/10

• Onboarding to Handoff Conversion Rate: % of clients who complete onboarding and are handed off to a Client Success Manager - Target: ≥ 98%

• Escalation Rate During Onboarding: % of onboarding cases requiring escalation to leadership - Target: ≤ 10%

• Client Satisfaction Score (CSAT): Average rating from clients post-onboarding (via automated survey) - Target: >4.7 out of 5 rating

Compensation & Benefits

Salary: $55,000-$70,000 per year (commensurate with experience, education, and location)

Benefits include:

• Health, dental, and vision insurance

• Health Savings Account (HSA)

• Unlimited vacation time