What are the responsibilities and job description for the Client Onboarding Specialist position at Multifamily Access Control?
About Gatewise:Gatewise is a fast-growing PropTech company revolutionizing access control for multifamily communities. Our mobile-based platform replaces outdated key fobs and remotes with modern, intuitive technology that’s easy for residents to use and property teams to manage. As we scale, we’re looking for passionate, customer-obsessed professionals to help us deliver a first-class onboarding experience that sets our clients up for success.
About the Role:
We’re seeking a Customer Success Manager who will take ownership of the onboarding journey for new Gatewise customers. In this role, you’ll guide property management teams through the initial setup, training, and adoption of our platform, ensuring a smooth transition and a strong foundation for long-term success. You’ll work cross-functionally with sales, operations, field service, and product teams to ensure every onboarding is executed with excellence.
What You’ll Do:
- Serve as the main point of contact for customers during onboarding—from contract signed to go-live.
- Train property managers and staff on the Gatewise platform and mobile app features.
- Proactively manage expectations, address concerns, and ensure customers feel supported and confident.
- Monitor onboarding progress, resolve roadblocks, and ensure timely activation of systems.
- Build strong relationships with customers, understanding their operational needs and goals.
- Capture feedback and relay insights to product and operations teams to help improve our onboarding and product experience.
- Develop and improve onboarding materials, training documentation, and customer resources.
- Partner with Sales and Customer Success to ensure a smooth handoff post-onboarding.
What You Bring:
- 5 years in Customer Success and /or Onboarding—ideally in SaaS or PropTech.
- Strong project management skills; highly organized and detail-oriented.
- Excellent communication skills—you’re a natural relationship-builder and trainer.
- Ability to thrive in a collaborative, cross-functional team environment.
- Tech-savvy, quick learner, and comfortable using tools like Salesforce, Notion, Intercom, Slack, and Asana.
- Passionate about customer experience and helping others succeed
Bonus Points:
- Experience with access control systems, property management, or the multifamily industry.
- Familiarity with onboarding automation, CRM customization, or Property Management Software.