Senior Customer Onboarding Specialist
The Senior Customer Onboarding Specialist (Senior COS) is an autonomous, experienced consultant responsible for the successful, accelerated implementation of HubSpot solutions for complex, multi-stakeholder customers across diverse industries. Building upon the foundational work of the Professional COS, this role requires translating high-level business goals into measurable onboarding objectives, designing scalable, multi-Hub solutions, and independently managing complex timelines to ensure rapid time-to-value (TTV) and sustained product adoption. The Senior COS acts as a subject-matter expert on specific HubSpot Hubs and inbound best practices.
Independently manage a portfolio of complex implementations with competing priorities, re-planning as needed to ensure successful and timely delivery.
Connect delivery activities to tangible business impact (e.g., TTV reduction, adoption KPIs, ROI proxies).
Oversee product setup, training, and initial campaign execution for customers, focusing on accelerating time-to-value.
Own smooth handoff to post-onboarding success teams with clear outcomes and documented risks.
Design scalable, multi-Hub solutions aligned to complex business processes and data models.
Advise customers on technical elements, including integrations and APIs , and integrate apps/tools within the HubSpot ecosystem, managing permissions and governance.
Serve as a go-to resource on specific Hub expertise, troubleshooting and optimizing configurations to improve target outcomes (e.g., activation).
Guide customers through product configurations, solution integrations, and reporting to promote user adoption and expansion into new features and functionality.
Adapt and lead discovery sessions for complex or multi-stakeholder contexts, including regional or language nuances, to define the implementation roadmap.
Facilitate cross-functional collaboration with Sales, Success, Implementation, and Product teams to ensure a seamless customer experience.
Tailor messaging for executive, technical, and regional audiences; resolve conflicts constructively and manage escalations to resolution.
Identify process gaps within customer onboarding; propose and pilot improvements with measurable gains.
Proactively utilize AI solutions and other internal resources to address customer issues and grow individual knowledge independently.
Translate customer goals into measurable onboarding/consulting objectives tied to activation or adoption KPIs.
Provide consultative value positioning with existing customers, leading to net-new sales opportunities for Services and Product.
We are looking for people who:
3 - 5 years of experience consulting customers through implementation and/or ongoing usage of SaaS platform technologies.
Proven ability to manage multiple complex implementations and/or service deliveries simultaneously.
Expert-level knowledge of at least one core HubSpot Hub (Marketing, Sales, Service, or Operations) and working knowledge across the others.
Demonstrated ability to advise on technical elements (integrations, APIs) and strategic aspects of customer growth.
Strong communication and presentation skills, with proven ability to tailor messaging for different audiences (technical, executive).
Pay & Benefits
The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.
This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.
Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.
At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.
Annual Cash Compensation Range:
$92,000—$138,000 USD
About the job
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Senior Customer Onboarding Specialist
The Senior Customer Onboarding Specialist (Senior COS) is an autonomous, experienced consultant responsible for the successful, accelerated implementation of HubSpot solutions for complex, multi-stakeholder customers across diverse industries. Building upon the foundational work of the Professional COS, this role requires translating high-level business goals into measurable onboarding objectives, designing scalable, multi-Hub solutions, and independently managing complex timelines to ensure rapid time-to-value (TTV) and sustained product adoption. The Senior COS acts as a subject-matter expert on specific HubSpot Hubs and inbound best practices.
Independently manage a portfolio of complex implementations with competing priorities, re-planning as needed to ensure successful and timely delivery.
Connect delivery activities to tangible business impact (e.g., TTV reduction, adoption KPIs, ROI proxies).
Oversee product setup, training, and initial campaign execution for customers, focusing on accelerating time-to-value.
Own smooth handoff to post-onboarding success teams with clear outcomes and documented risks.
Design scalable, multi-Hub solutions aligned to complex business processes and data models.
Advise customers on technical elements, including integrations and APIs , and integrate apps/tools within the HubSpot ecosystem, managing permissions and governance.
Serve as a go-to resource on specific Hub expertise, troubleshooting and optimizing configurations to improve target outcomes (e.g., activation).
Guide customers through product configurations, solution integrations, and reporting to promote user adoption and expansion into new features and functionality.
Adapt and lead discovery sessions for complex or multi-stakeholder contexts, including regional or language nuances, to define the implementation roadmap.
Facilitate cross-functional collaboration with Sales, Success, Implementation, and Product teams to ensure a seamless customer experience.
Tailor messaging for executive, technical, and regional audiences; resolve conflicts constructively and manage escalations to resolution.
Identify process gaps within customer onboarding; propose and pilot improvements with measurable gains.
Proactively utilize AI solutions and other internal resources to address customer issues and grow individual knowledge independently.
Translate customer goals into measurable onboarding/consulting objectives tied to activation or adoption KPIs.
Provide consultative value positioning with existing customers, leading to net-new sales opportunities for Services and Product.
We are looking for people who:
3 - 5 years of experience consulting customers through implementation and/or ongoing usage of SaaS platform technologies.
Proven ability to manage multiple complex implementations and/or service deliveries simultaneously.
Expert-level knowledge of at least one core HubSpot Hub (Marketing, Sales, Service, or Operations) and working knowledge across the others.
Demonstrated ability to advise on technical elements (integrations, APIs) and strategic aspects of customer growth.
Strong communication and presentation skills, with proven ability to tailor messaging for different audiences (technical, executive).
Pay & Benefits
The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.
This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.
Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.
At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.
Annual Cash Compensation Range:
$92,000—$138,000 USD