Onboarding Specialist (OB)
UnderstoryWho is Understory?
This is not the average job post. And we are not the average company.
Laura is a kind, creative, positive soul who loves to cook and loves teaching others to cook. So she started a company offering cooking classes for locals and tourists. The venue is authentic and beautiful - her taste is unique and welcoming. The classes are thoughtfully designed. Every detail is considered. And the bookings start to tick in - from people she knows, from views on Instagram, from word of mouth. It works. Laura gets to do what she loves, creating strong memories for people from all over the world.
But she is also starting to struggle. Managing participants. Hiring and training instructors. Chasing invoices. And the quiet pressure underneath it all: making sure more bookings arrive tomorrow than today.
That passion, and that struggle, is what Understory is built on.
Understory is a vertical-focused, multi-product operating system for experience businesses. With it, creators like Laura manage operations, accept payments, build beautiful websites, and automatically grow bookings across channels. Even the bookkeeping runs itself. AI is natively built into most of this, ensuring it works and scales, but that's not the point. The point is that Laura is empowered to live the life she has always dreamed of.
There are hundreds of thousands of Lauras across Europe and beyond, and no one has built the platform they deserve, yet. We intend to. We have the product, customers in 10+ countries, and a recently raised €12m Series A to be the driving force in a fragmented market.
Now we are launching Spain — and once our customers are live, there's a whole world of value they haven't unlocked yet. Your job is to help them get there.
Your role in this
As an Onboarding Specialist, you will hold the keys to the customer's initial success on the platform. You will guide newly signed experience creators through product setup and technical configuration, transforming contract signatures into fully activated, thriving users. Your main objective is delivering a smooth, fast time-to-value by guiding customers from initial signup to active platform adoption (hitting key transaction milestones within an average 50-day window) before smoothly handing them over to a Customer Success Manager.
Key Responsibilities:
Own end-to-end customer onboarding journeys from newly signed deals to active platform usage.
Guide creators through account setup, platform configuration, and initial bookings, teaching them how to get maximum value from the tech.
Manage multiple onboarding projects concurrently while keeping data, status, and timelines pristine in HubSpot CRM.
Collaborate with Account Executives for clean account handovers and prepare seamless transitions for Customer Success Managers post-live.
Spot friction points, gather real-world customer insights, and share feedback directly with Sales, Product, and CS teams to continually improve localized workflows.
What should you bring?
We are looking for proactive, tech-curious problem solvers who genuinely care about customer success and love translating technical details into clear, easy guidance.
Must-Haves:
Experience in onboarding, Customer Success, account management, customer support, or related client-facing roles.
Native Spanish speaker, alongside strong professional English.
Strong, empathetic communication skills via phone, video, and email.
High level of agency, proactivity, and curiosity—you take ownership without waiting to be told, and you love learning how systems work.
Ability