The Grow Onboarding Specialist guides new PushPress clients through onboarding, ensuring successful setup and usage of software. Responsibilities include conducting one-on-one calls, tracking progress, collaborating with teams, and improving onboarding materials.
About PushPress
PushPress builds software for boutique fitness businesses. Trusted by 5,000+ gyms and more than 500,000 members, PushPress processes over $500M annually and is backed by Altos Ventures and Mucker Capital. Our mission is to level the playing field for fitness entrepreneurs by giving them tools that help them operate, grow, and serve their communities.
We are a global team that values clear thinking, low ego, and real solutions. We care about doing the work that actually helps gym owners run better businesses.
About the Grow Team
Grow helps gym owners communicate with prospects and members at scale without losing authenticity. The team focuses on simplifying communication workflows so they are clear, measurable, and effective.
Grow is a globally distributed, async-first team. We value direct, respectful communication and strong ownership. Our goal is to deliver the right solution quickly so gym owners can stay focused on running their gyms.
About the Role
The Grow Onboarding Specialist is the first human connection new PushPress clients have after signing up, and that moment matters. This role is responsible for guiding new customers through setup, accelerating Time to First Value, and setting the foundation for long-term success.
You own the onboarding experience from kickoff through launch. You bring strong product knowledge, clear communication, and disciplined follow-through from day one. With a significant portion of churn occurring in the first six months, this role plays a direct role in retention and customer confidence.
What You’ll Do
Guide new clients through PushPress Grow setup, including CRM, A2P registration, and key integrations.
Deliver onboarding through a mix of one-on-one calls and Intercom-based support.
Educate clients on workflows aligned to their business goals and operating model.
Track onboarding progress and proactively follow up to remove blockers.
Collaborate with Support and Operations teams to identify and close onboarding gaps.
Review and update Help Docs and PushStart content to improve onboarding clarity.
Identify early churn signals and escalate risks to Support or Operations teams.
Provide how-to guidance via chat for customers in the onboarding phase.
What You’ll Need
Strong working knowledge of PushPress Core and Grow, including CRM configuration and workflows.
Experience leading customer onboarding, implementation, or setup projects in a SaaS environment.
Comfort delivering onboarding over video, screen share, and live troubleshooting sessions.
Strong project management skills with consistent follow-up and milestone ownership.
Clear, confident communication with the ability to explain technical concepts simply.
High attention to detail and disciplined use of systems and tracking tools.
Empathy and calm under pressure when supporting customers who feel overwhelmed.
Core Skills and Qualities
Ability to move confidently between Intercom, HubSpot, Zoom, Slack, and internal tools throughout the day.
Understanding how fitness businesses operate and having the skills to educate, understand and question practices based on the software’s capabilities
Comfort screen sharing across desktop and mobile environments during live onboarding.
Proven ability to manage multiple onboarding timelines at once without losing quality.
Strong written and verbal communication that builds trust and momentum.
Comfort working in CRM systems to track progress, risks, and outcomes.
Ability to adapt onboarding approaches to different business models and client needs.
Ownership mindset with accountability for outcomes, not just meetings completed.
Comfort working asynchronously with cross-functional partners.
Must-Have Background
Two or more years of experience in SaaS onboarding, implementation, or client-facing roles.
Two or more years of experience in gym ownership, gym management, or fitness operations.
Nice-to-Have Experience
Experience building or improving onboarding playbooks, content, or automation.
Familiarity with cohort-based onboarding, webinars, or group training sessions.
Experience supporting CRM pipelines, lead management, or messaging workflows.
Two or more years of experience in gym ownership, gym management, or fitness operations.
How We Evaluate This Role
Scenario-based onboarding exercises focused on real customer setups.
Review of communication style, clarity, and confidence during live walkthroughs.
Discussion of how you manage timelines, blockers, and competing priorities.
Assessment of ownership, urgency, and customer-centered decision making.
This Role Is Not
A reactive support-only role focused on ticket resolution.
A role limited to scripted calls or checklist completion.
A position where onboarding success ends when the kickoff call ends.
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.
Top Skills
CRM
Hubspot
Intercom
Slack
Zoom
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