Customer Success Onboarding Specialist

Location: Waite Park, MN | Full-Time | Non-Exempt | In-office/Hybrid (4 days in office, 1 day remote available 90 days after start date)

Pay: $22 – $24/hour

Role Mission

This role exists to ensure every RPM customer begins their journey with clarity and confidence — transforming the complexity of workers' compensation into a seamless, supported experience that builds the foundation for long-term success — while also showing up as a reliable teammate for the broader Customer Success team's day-to-day call coverage.

Role Summary

The Customer Success Onboarding Specialist at Reliable Premium Management is responsible for guiding new customers through a smooth, confidence-building starts with RPM — managing a portfolio of active onboarding accounts through outbound calls and email from first contact to handoff. This role is built for someone who's organized, personable, and comfortable managing a high volume of accounts and calls while staying warm and clear with every customer.

Onboarding is the primary focus of this role, but it isn't the whole job. Because this position sits within the broader Customer Success team, you'll also take transferred and inbound calls, answer general customer inquiries, and take part in phone triage on an ongoing basis — so no two days look exactly the same.

This role works closely with the Manager, Customer Onboarding, and partners with the Account Services team, the Payment Operations team, and the broader Customer Success team — including Customer Support Specialists — to help deliver RPM's promise of a seamless, stress-free experience from day one and every day after.

If you're energized by helping someone feel confident from their very first call, and you don't mind wearing more than one hat on a given day, this role was built for you.

What Success Looks Like

You know you're succeeding when:

• Your portfolio of 50+ active onboarding accounts stays on schedule, with no account going dark or falling behind

• You conduct 70+ outbound onboarding calls per week, with no customer going more than one week without proactive outreach

• Your Customer Satisfaction Score (CSAT) holds at 4 or above, and emails are answered within one business day

• Account setup/billing discrepancies stay under 5%, with onboarding notes clean enough for teammates to pick up an inbound call without missing context

• You're a dependable presence on phone triage and general inquiries, helping the broader Customer Success team keep call coverage strong

Key Responsibilities

Onboarding Execution & Account Ownership

• Manage a portfolio of 50+ active onboarding accounts simultaneously, keeping each on schedule through the onboarding process

• Serve as the primary point of contact for new customers — conducting 70+ outbound calls per week (capped at 2 calls per customer per week) plus email communication to guide them through each stage

• Educate customers on the complexities of workers' compensation and RPM's value, building trust and confidence at every touchpoint

• Analyze and interpret payroll reports across varying formats, catching discrepancies before they affect billing

Ongoing Customer Support & Phone Triage

• Take transferred and inbound calls for the broader Customer Success team, answering general customer inquiries as they come in

• Serve as part of the team's phone triage rotation, routing or resolving calls so customers reach the right person quickly

• Provide professional, efficient phone and email support outside your own onboarding portfolio, in service of the team's overall coverage

• Surface customer trends and recurring questions in team meetings so the broader team can act on them

Documentation & Collaboration

• Maintain accurate, detailed account notes and documentation for a clean, confident handoff to the Account Services team and Payment Operations team

• Collaborate with Customer Support Specialists and Seniors to ensure a consistent experience across the customer lifecycle

• Bring a continuous improvement mindset — identify and act on ways to strengthen the onboarding experience

Who Thrives in This Role

This role is ideal for someone who:

• Is organized enough to manage 50+ moving accounts without letting anyone fall behind

• Is energized by talking to customers — whether it's a scheduled onboarding call or an inbound question that just came in

• Is comfortable switching between a structured onboarding cadence and the unpredictability of phone triage

• Takes pride in making a new customer's first experience with RPM feel easy

RPM Culture Principles (How This Role Shows Up)

Own the Outcome

Treats every account on your portfolio, and every call you pick up for the team, like the outcome is personally on you.

Get Curious

Digs into why a customer has a question instead of just answering it and moving on.

Win Together

Works closely with the Account Services team, the Payment Operations team, and the broader Customer Success team to keep every customer's experience seamless.

Physical Demands

• Extended periods of sitting at a desk

• Extended periods of computer, keyboard, and screen use

• Ability to communicate clearly by phone and email for extended periods

• Primarily sedentary work in an office setting

• Minimal lifting

What We Offer

• Hands-on training on RPM's in-house proprietary platform — no prior experience needed

• Quarterly bonus program

• 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance

• 401(k) with 4% company match

• Competitive paid time off

• Two paid 15-minute rest breaks daily, plus a paid 30-minute meal break

• Flexibility and trust to manage your work

• A unique, people-centered culture rooted in ownership, transparency, and learning

• Growth opportunities as the company scales

Requirements

The qualifications below describe what typically sets someone up for success in this role — they're a guide, not a strict checklist. A candidate who doesn't check every box but brings the right attitude, judgment, and drive is still encouraged to apply.

Core Capabilities

• Strong organizational skills — comfortable managing a high-volume portfolio without letting anything fall behind

• Clear, warm, and confident phone and email communication

• Sound judgment — knowing when to follow the Playbook and when a situation needs a tailored response

• Comfort analyzing payroll reports and catching discrepancies

• General comfort with technology — able to pick up new systems and tools independently, including in-house/proprietary platforms beyond standard Microsoft Office Suite

Experience & Background

• Proficiency with Microsoft Office Suite (Outlook, Word, Excel) required

• Prior experience in a customer-facing role such as customer service, account management, or onboarding

• Comfort with high-volume outbound and inbound phone communication

• No prior experience with our in-house proprietary platform required — hands-on training is provided

Preferred/Highly Desirable

• Prior experience with HubSpot or a similar CRM/customer communication platform

• Experience in insurance, workers' compensation, payroll, or a related service industry

• Experience with both outbound (proactive) and inbound (reactive) customer phone support

Equal Employment Opportunity Statement

Reliable Premium Management (RPM) is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. RPM is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process and employment.