Comgem | B2B ecommerce & ERP platform
Customer Success & Onboarding Specialist
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Our all-in-one B2B commerce platform combines ecommerce, CRM, purchasing, inventory, fulfilment, marketing, and customer management into a single solution.
At Comgem, we believe great software is only part of the journey. Exceptional onboarding is what creates confident customers, long-term partnerships, and business advocates.
About the Role
As our Customer Success & Onboarding Specialist, you'll own the onboarding journey for every new customer. From the moment a customer joins Comgem, you'll be their key point of contact to guide them through our structured 9-step onboarding process, helping configure the platform to meet their vision and needs, deliver training, coordinate projects, and support them fully through to their launch and post-launch Hypercare. You’ll build strong customer relationships and deliver a high-quality customer experience through the process.
This is a varied role where no two days are the same. You'll work closely with customers and colleagues to ensure projects stay on track and customers get the very best from the Comgem platform.
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No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
As we continue to grow, this role offers genuine opportunities to progress into senior Customer Success or leadership positions.
Key Responsibilities
- Deliver Comgem's 9-step onboarding programme.
- Manage multiple customer onboarding projects.
- Coordinate project timelines and internal teams.
- Manage customer expectations and identify project risks.
- Support customers through launch and Hypercare.
- Build strong customer relationships and encourage platform adoption.
- Deliver engaging online customer training.
- Configure customer platforms where appropriate.
- Identify and manage expectations of additional customer requirements.
- Use your experience and expertise to improve our onboarding documentation, training materials, and customer resources.
- Constantly explore and deliver ways to improve the customer experience.
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About You
We're more interested in attitude than finding someone who's done this exact role before.
You'll:
- Love technology and enjoy learning new software.
- Be a quick learner who enjoys solving problems.
- Put customers at the heart of everything you do.
- Be organised, proactive, and able to manage multiple projects.
- Have excellent communication skills.
- Enjoy training and helping others succeed.
- Have exceptional attention to detail.
- Take ownership and pride in delivering an outstanding customer experience.
- Experience in software, SaaS, ecommerce, customer success, account management, or project coordination would be beneficial but isn't essential.
What Success Looks Like
You'll be successful when:
- Customers are onboarded within agreed timelines.
- Customers are confident using our platform before launch.
- Customers become advocates for Comgem.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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