The Onboarding Specialist guides new clients through account setup, accelerates their onboarding process, and enhances client satisfaction, focusing on reducing churn and achieving key performance metrics.
About PushPress
PushPress is building the Intelligent Industry Ledger for boutique fitness.
We’re transforming how boutique gyms operate — and how the entire $100B fitness industry connects, transacts, and grows. Trusted by 5,000+ gyms and 500,000+ members, PushPress processes over $500M annually and is backed by Altos Ventures and Mucker Capital.
We're evolving from a traditional business system of record into an AI-powered Industry Ledger — an intelligent infrastructure layer that brings order to a highly fragmented boutique fitness industry. By unifying disconnected operators, workflows, and data into a single platform, we’re enabling faster decisions, new business models, cross-gym collaboration, and network effects that increase the value of every studio in our client base.
We’re a global team of builders, operators, and fitness fanatics on a mission to level the playing field for fitness entrepreneurs. If you're ready to help reshape an industry — let’s talk.
Summary
The Onboarding Specialist is the first human connection new PushPress clients have after signing up — and that moment matters. This role is responsible for guiding clients through their initial setup, accelerating Time to First Value, and setting the tone for a long and successful journey. Onboarding Specialists blend project management, customer education, and product expertise to help gyms go live with confidence and momentum. With 66.7% of Core churn happening in the first 6 months, this role plays a critical part in reducing early churn and creating fans from day one.
Core Responsibilities
Guide new clients through Core account setup, including CRM, Branded App, A2P, and integrations
Deliver onboarding via a mix of 1:1 calls, group sessions, and Intercom support
Educate clients on workflows aligned to their business goals
Track onboarding progress in HubSpot and follow up to remove blockers
Collaborate with Support and Ops teams to identify and close onboarding gaps
Review and update Help Docs and PushStart content for onboarding clarity
Identify early churn signals and escalate to Support or Ops teams
Provide “how to” support via chat for onboarding-stage clients
Key Metrics
Time to First Value (TTFV): Speed to first major outcome (e.g., schedule class, collect payment)
Time to Complete Onboarding: From signed to launched
Onboarding CSAT: Target 95%+
Support Touches Per Client: Track for efficiency and TTV alignment
30/60/90-Day Retention Rates: Measured against churn reduction targets
Growth Path & Expectations
This is a high-ownership IC role with strong cross-team collaboration. To grow:
Master the PushPress suite and articulate value clearly to any audience
Show clear ownership of your clients’ onboarding milestones
Contribute to content, automations, or onboarding playbook development
Participate in cohort-based learning content (PushStart, webinars)
Maintain accountability for onboarding success even after live call ends
Skills & Competencies
Exceptional communicator - clear, warm, and confident
Proactive project manager who follows up without needing to be asked
Comfortable on video and screen share
Detail-oriented and committed to operational excellence
Empathetic, calm, and client-centered under pressure
Education & Experience
2+ years in onboarding, implementation, or client-facing SaaS
2+ years in gym ownership, management, or a coaching/fitness role
Strong understanding of fitness business operations and client needs
Tools & Systems
Intercom, Zoom, HubSpot, Google Workspace, Slack
Familiarity with PushPress Core, Grow, and Train preferred
Screen sharing and mobile-to-desktop training skills essential
Physical Demands
Standard remote work requirements: prolonged screen time, video-based meetings
Ability to context switch between calls, follow-ups, and chat
This Role Embodies
Customer Obsessed – You meet them where they are and guide with care.
Urgency & Impact-Driven – You don’t wait for problems; you preempt them.
High Standards of Excellence – Every setup is a reflection of our brand.
Embrace Adaptability & Agility – No two clients are the same — and you love that.
PushPress is dedicated to fostering an inclusive and dynamic workplace. We’re all about leveling up, and that means we don’t tolerate any form of discrimination or harassment. We’re committed to provide equal opportunities, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability, genetic info, veteran status, or any other legally protected characteristic.
At PushPress, we’re dedicated to helping both our technology and our team reach peak performance. Whether it’s with your proactive approach, eye for detail, or drive to make a meaningful impact, we’d love to hear from you. At PushPress, we’re all about pushing boundaries and achieving new personal bests—come join us and be part of our fitness-tech journey!
Top Skills
Google Workspace
Hubspot
Intercom
Slack
Zoom
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