About the role

Senior Onboarding Consultant responsible for customer training and project management for Goodlord's platform. Engaging with clients to ensure effective use of products during onboarding.

Responsibilities

Platform training: Proactively lead training sessions on our platform, rent collection and accounts training for new users, ensuring new users fully grasp both the "how" and the "why" behind adopting Goodlord processes.
Project Management: Track and manage key milestones, escalating where necessary to ensure we don’t just meet customer expectations, but exceed them.
Consultative Change Management: Use a strategic approach to guide customers through the transition to tech-led processes, making business change feel seamless for first-time adopters.
Relationship & Health Tracking: Use data and Customer Health Scores to coordinate regular touchpoints, proactively driving overall satisfaction and long-term account health.
Value Maximisation: Deep-dive into customer success metrics and new feature releases to ensure our agents are constantly getting the most out of Goodlord’s latest innovations.

You’ve built your experience in Onboarding, Customer Success or Account Management within a SaaS environment, managing large-scale accounts and navigating complex customer journeys.
You’re a proactive operator who can juggle priorities with ease, and you’re comfortable stepping up to support on team leadership when needed.
You’re as confident having tough, consultative conversations as you are celebrating wins -with the credibility and interpersonal skills to build genuine trust with customers.
You bring an analytical, resilient and flexible approach, using tools like Salesforce or Gainsight to spot opportunities, solve problems and drive outcomes.
Ideally, you bring some PropTech or Lettings experience, and you thrive in a fast-paced, high-growth environment where things move quickly and expectations are high.

Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!
Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics