Customer Onboarding & Growth Specialist – B2B SaaS

(To apply for or ask questions about this position, please contact us through PeoplePerHour.)

We're looking for a proactive, structured, and independent Customer Onboarding & Growth Specialist to help our B2B SaaS solution, Infohub, succeed in the UK (and international) market.

About us
We’re a small, profitable Norwegian software company specializing in internal communication solutions tailored to businesses with predominantly non-desk employees.

We’re proudly self-funded, operate with a surplus, and have no external investors.

This role is a key first step in our journey toward international growth, starting with the UK market. As we grow, we expect new opportunities to emerge—potentially expanding this role significantly for the right candidate. Read more on https://infohub.co.uk?s=uw (Username: infohub Password: infohub163).

About the job
This is a flexible, remote-friendly role initially approximately 14–16 hours per week (two flexible working days).

Everything you'll do in this role, has the aim of increasing conversions:
1. Number of trial users converting to paid (top priority)
2. Number of visitors converting to trial (if there's time)

The specific tasks you'll be in charge of to support these goals, are:
1. Create onboarding content
Write onboarding emails and add them to our automated follow-up sequence. This includes creating instructional videos (Tella/Looom) and blog posts.

2. Personal follow-up with high-value leads
Personally reach out via e-mails to selected high-value trial users to assist them and boost conversion rates.

3. User Behavior Analysis
You'll analyze the behavior of our trial users, and identify what we can do to increase conversions. This will feed ideas to your main task: Creating onboarding content and automated e-mail follow-ups. If you identify potential product-improvement opportunities you'll make sure to let us know!

4. Customer demo calls
Some potential clients prefer to book calls instead of signing up for a trial. You'll be participating in (and later independently leading) short (~30 min) demo calls.

5. Customer support
You'll be available to answer support questions via our chat during your scheduled working days. This will also give useful insights relevant to you main task: Onboarding content.

6. Keeping track of leads
You'll be maintaining a list of all trial users, including your notes after analyzing their behavior. This is how you identify potential leads for personal follow-up, and this will be part of your reporting in our weekly team-meeting.

7. Weekly team-meeting
Scheduling and leading a short weekly meeting (30 min), summarizing leads, tasks done, and planning the coming week.

Your first task after joining will be to thoroughly review our product—including the landing page, onboarding emails, user interface, and admin dashboard—and suggest clear, actionable improvements to the language and messaging. This is important as we are not native English speakers and there's great room (and need!) for improvement. This will also give you great insight into our product, preparing you for the main tasks of the position.

Who we're looking for:
- Excellent communication skills in English (native or equivalent). Good at writing copy!
- Experience with onboarding and customer communication (preferably B2B SaaS).
- Comfortable creating instructional videos (Tella, Loom, or similar).
- Familiarity with analytics tools (Posthog, Hotjar, Mixpanel) is a plus but not a necessity
- Independent, proactive, and structured working style.

Application process:
- Submit your application with answers to qualification questions.
- Shortlisted candidates invited to a 30–45 minute interview.
- After the interview, you'll receive a paid test assignment (max. 5 hours).
- We might test two candidates simultaneously during a 2–4 week paid pilot period before final selection.

Onboarding video:
You'll see that one of the qualification questions asks for a short onboarding video. Create a free trial on infohub.co.uk, and record a short 1 to 3 minute video where you introduce yourself, and go on to sharing your screen - showing the viewer how to create a new news article on Infohub.

You don’t need to cover everything—just show us how you’d guide someone in their first few minutes with the product.

This is not a paid assignment, so please don’t spend a lot of time on this.

We're not expecting a polished, professional production. It’s completely fine if it’s casual and recorded in one take. The key things we're looking for are:
- Clarity and enthusiasm in explaining the steps.
- Overall English fluency and ease of communication on video.

If you have any questions please don't hesitate with reaching out here on PPH.

We're looking forward to hearing from you!