Onboarding Specialist
HELP OUR CUSTOMERS GET TO VALUE, FAST - IN A FAST-GROWING AI STARTUP
We're looking for a sharp, service-minded onboarding specialist who wants real ownership in a fast-growing startup. You'll be a core part of how we welcome new customers, get them up and running, and set them up for long-term success on the Cernel platform.
You'll get hands-on experience with B2B SaaS, customer success operations, and what it takes to scale a product company from the ground up - working directly with leading ecommerce brands.
JOIN US ON OUR GROWTH JOURNEY
At Cernel, we're bringing the AI revolution to ecommerce by building the intelligent backbone behind every item sold online. We make ecommerce teams work smarter, faster, and with amplified abilities across the entire value chain - starting with what lies at the core: product data.
As we scale, ensuring our customers get maximum value from our platform is critical. The first weeks of a customer's journey set the tone for everything that follows - and that's where you come in.
As Onboarding Specialist, you'll work closely with our Customer Success Manager and get direct exposure to how we onboard, support, and grow our customer base. We work with clients like Matas, Hummel, Vero Moda, LuksusBaby and many more.
RESPONSIBILITIES AND DAILY WORK- Own the onboarding journey for new customers - from kickoff through go-live and into ongoing success
- Conduct onboarding calls and product walkthroughs, guiding customers through setup and integration
- Quickly understand customer IT infrastructure, business goals, and pain points
- Navigate customer systems, feeds, integrations, and data flows to get them operational and driving results
- Proactively reach out to customers to ensure they're getting value and identify expansion opportunities
- Respond to customer inquiries and gather feedback to communicate internally
- Maintain customer health scores, usage metrics, and documentation
- Help streamline and document onboarding and customer success workflows and playbooks
- Work closely with Product, Engineering, Sales, and Marketing to translate customer insights into action
- 2-3 years of experience in customer success, onboarding, implementation, consulting, or a similar customer-facing role - ideally in B2B SaaS
- Fluent in Danish and English
- Based in or near Aarhus and able to work from our office in Aarhus
- Strong communicator who can steer conversations, explain complex topics, and build trust quickly
- Exceptional at reading the room, adapting to different personalities, and creating strong relationships
- Quick to grasp customer setups, goals, pain points, and IT infrastructure
- Navigate systems, feeds, integrations, and data flows confidently - not a technical specialist, but you ask the right questions
- Thrive in startup environments where we build "on the go" - comfortable creating momentum without all answers figured out
- Take full ownership, follow tasks through independently, and see opportunities rather than limitations
- Learning-ready and curious about ecommerce, AI, and functioning as the bridge between business and IT
WHO WE ARE
Cernel is building the next generation of ecommerce infrastructure with AI-powered agents that automate complex tasks and connect workflows across systems. We're developing an advanced agent framework that analyses data, makes decisions, and drives performance – giving ecommerce teams better results, higher conversions, and more time for creative work.
We are currently a team of 24 people working from our brand new HQ at Frederiksbjerg, Aarhus. We are ambitious, caring, and collaborative. We work hard, move fast, and genuinely care about building both a great product and a great organisation.
NEXT STEPS AND HOW TO APPLY
The process for the role will look as follows:
- Apply and share information about yourself
- Complete personality assessment
- 60 minutes onsite interview in Aarhus
- Steps from here will be planned
Start date: As soon as possible