Ludus
Onboarding & Implementation SpecialistWe are looking for an Onboarding & Implementation Specialist to support new customers while they transition to Ludus.Full-time •West Michigan (Hybrid)Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, retail and registration needs.We are seeking an Onboarding & Implementation Specialist to join our fast-paced Customer Success Team. In this role, you'll guide new customers through setup, share best practices, and ensure a smooth onboarding experience that drives adoption, satisfaction, and long-term success.If you are a detail-oriented professional with strong communication skills and a knack for adapting quickly in fast-paced environments, we want to hear from you.Join us in our mission to bring people together through shared experiences and building digital tools for arts organizations.Learn more about Ludus hereThings you should know before applyingAt Ludus, our mission is to bring people together through shared experiences. It's a big goal that allows for limitless expansion to make a difference in the world.We get shit done, move fast, and are constantly learning and adapting. We embrace low process and high trust to navigate change and figure out what works.We believe success is never final and when you think it is, that is when you fail. For us, success is a sum of small efforts, including trial and error, so we move at an unrelenting weekly pace.In order to grow as a company and individually, discomfort is necessary so we can continue exploring new ideas and push ourselves to build quality tools to offer the best solutions for our customers.If you prefer a hand-holding environment where everything is black and white, that's not us. If you're a self-starter and can thrive in controlled chaos, Ludus is the place for you - it's time to find your role What you'll be doingOwn the Onboarding JourneyServe as the primary contact for new customers from post-sale through successful implementation, ensuring a smooth and successful onboarding experience.Lead Kickoff & Planning SessionsConduct kickoff meetings, define success metrics, and develop customized onboarding plans tailored to each customer's goals.Drive Progress & Timely LaunchesMonitor onboarding milestones, proactively address roadblocks, and ensure customers go live on schedule.Collaborate Across TeamsWork closely with other teams across Ludus to deliver a cohesive and consistent customer experience.Refine Processes & Share InsightsTrack onboarding data in HubSpot, contribute feedback to internal teams, and improve onboarding documentation and workflows for scalability.Revenue GenerationDrive revenue by identifying upsell opportunities and guiding customers to higher-value plans during the onboarding cycle.Traits we're looking for(In no certain order)Customer Onboarding ExperienceBackground in onboarding, implementation, support, or a related customer-facing role.Strong Communication SkillsConfident leading customer calls with clear, professional written and verbal communication.Organized & Detail-OrientedExcellent project and time management skills with the ability to juggle multiple tasks and clients without sacrificing quality.Tech-Savvy & Quick to LearnComfortable navigating software tools, learning new features quickly, and explaining them clearly to others.Proactive & Customer-FocusedDriven by a customer-first mindset with a solutions-oriented approach to challenges and continuous improvement.BONUS Qualification:Experience with HubSpot.Experience with managing an importing dataPERSONAL ATTRIBUTES:Flexibility: Comfortable with change and able to adapt quickly in a fast-growing environment.Collaborative and Team-Oriented: Works effectively with cross-functional teams to drive shared goals and success.Growth-Oriented Thinking: Creating processes and strategies that can evolve as Ludus grows considering the bigger picture.Perks Health Insurance (Medical, Vision, Dental) - Provided by Blue Cross Blue Shields and Guardian. Ludus covers 90% of the premium of our employees and 50% of all dependents. 401(k) matching - Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%). Employee Liquidity Pool - Ludus has a long-term focus, but in the event of an acquisition or IPO, a percentage will be allocated to employees. Personal Wellness - $50 monthly reimbursement that can be used on anything personal wellness related. Experience Credit - $100 yearly reimbursement toward concert tickets, theatre tickets, etc. to encourage shared experiences. Flexible PTO - Take the time you need for vacation or personal days - simply work with your team to ensure everything runs smooth while you are away. Sick Days - If you're under the weather, we expect you to take the time needed to recover within reason. Role DetailsSalary Range: $55,000 - $65,000Location: Hybrid - West MIApply for the jobInterested in joining our growing team? Then we'd love to hear from you!