Customer Onboarding Associate

Overview

Ply is hiring a Customer Onboarding Associate to join its Customer Success function. The person in this role will help brand-new customers get started on the platform and reach confident, effective use quickly. This is a strong fit for someone early in their career who enjoys working with clients, learning new technology, and supporting businesses as they adopt new tools.

In this position, you will shape each customer’s first experience with Ply, from the initial kickoff through the point where they are fully up and running. Your work will directly influence how new customers perceive the company and how successfully they adopt the product.

About Ply

Ply develops software for home service contractors, beginning with inventory management. Its tools are used by trades such as HVAC, plumbing, and electrical to help teams keep better control of materials, cut down on waste, and improve profitability.

The company describes its culture as one built by problem-solvers who value independence, teamwork, and careful execution. Ply says it cares deeply about customers and the small details that make their work easier. The company has raised $8.7M and is supported by leading investors.

Role Summary

As a Customer Onboarding Associate, you will own the customer journey from the time a deal closes until the first months of product use are complete. You will lead kickoff meetings, run scheduled follow-up sessions, assist with onsite implementations, and make sure each customer ends onboarding feeling prepared and supported for long-term success.

You will partner closely with Sales, Customer Success, and Implementation teams, giving you direct exposure to how customers experience and adopt the product. The role is intended for someone who wants to build a career in customer success, implementation, or operations.

Responsibilities

• Guide new customers through the onboarding process from kickoff through completion, including one kickoff call and three planned check-in calls to support setup and adoption.
• Assist customers in configuring Ply to fit their workflows, train their teams on important features, and reinforce best practices.
• Support onsite implementations when they are included in the customer’s package, working directly at the customer location to encourage adoption.
• Coordinate clean handoffs from Sales to Onboarding and from Onboarding to Customer Success, while keeping documentation accurate at each stage.
• Spot areas where customers need more clarity and proactively explain features, integrations, and workflow guidance.
• Maintain strong operational discipline by tracking onboarding progress, updating CRM records accurately, and sharing recurring issues with Product and Customer Success teams.

Requirements

• Bachelor’s degree or an equivalent combination of education and experience.
• Strong interest in customer-facing career paths such as Customer Success, Implementation, or Consulting.
• Comfortable leading meetings and presenting information clearly to customers.
• Well organized and able to manage several onboarding timelines at once.
• Curious, proactive, and motivated to learn new technology.
• A team-oriented, customer-first mindset with reliable follow-through.

Preferred Experience

• Previous internship or work experience in SaaS, customer success, consulting, or project management.
• Experience presenting to or training groups.
• Familiarity with CRM tools or project management software.

Perks

• Equity participation.
• Flexible time off.
• WFH stipend.
• Computer and monitor provided.

Location and Work Setup

This role is based in Raleigh-Durham, NC or New York, NY, with a hybrid work arrangement.

Compensation

The base salary range is $70,000 to $90,000, plus commission and equity. Pay may vary depending on location.

Equal Opportunity

Ply states that it is an equal-opportunity employer and is committed to maintaining a diverse and inclusive workplace. All qualified candidates are considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other legally protected status.

Application Instructions

Interested candidates should email a resume and a short introduction to the hiring contact provided by the employer.