Onboarding Specialist

About the Role

Guides, coaches, and migration specialists wanted. Our Onboarding team is the first real experience every studio has with Arketa after they sign. We take them from excited new customer to confident, launched business — managing their data migration, training their team, and making sure Arketa is set up to actually work the way their business runs. If you love building relationships, digging into a good migration challenge, and getting real satisfaction from watching a studio owner go from nervous to confident, we want to meet you.

As an Onboarding Specialist, you'll own the full onboarding experience for migrating studios — from kickoff call through go-live. You'll work with studio owners coming from platforms like Acuity, Glofox, Vagaro, Wix, Squarespace, and 60+ others, managing both the data migration side (call prep, data mapping, coordinating with our Migrations team) and the product side (training owners and staff on Arketa so they can actually run their business on it).

The sales team has already shown these studios what Arketa can do. Your job is to deliver on that promise — making a data migration feel manageable, configuring the platform to match how a studio operates, and training owners until they're genuinely confident. At steady state you'll launch ~15–18 studios per month, carrying a larger active pipeline at any given time.

About the Team

The Onboarding team is remote-first, spread across the US and UK. We're structured into three tiers based on migration complexity — as a Tier 2 specialist, you'd own medium-complexity migrations with full support from our Migrations team on the data side.

Day-to-day you'll work closely with three teams: Migrations (data cleaning and triage), Sales (who hand off deals at close), and Support (who take partners after go-live). The culture is collaborative and feedback-driven — we're always looking for ways to improve how we work, and everyone is expected to contribute to that.

This role reports to Scott Bartel, Onboarding Manager.

What You'll Do

• Own the full onboarding experience for migrating studios — kickoff, dashboard reviews, data mapping calls, and site review through go-live.
• Become a deep Arketa product expert. Know the platform well enough to answer almost anything a partner throws at you, and configure it in a way that fits how their business actually runs.
• Train studio owners and staff on how to use Arketa to manage their business — scheduling, memberships, payments, and day-to-day operations — until they're genuinely confident, not just technically set up.
• Lead data call prep and data mapping calls with partners; validate exported data, catch defects early, and keep the migration on track.
• Coordinate with our Migrations team on data cleaning — you own the partner relationship and the review; they handle the technical heavy lifting.
• Manage standard Stripe and billing/autopay transitions.
• Keep your pipeline current with accurate stages, dates, and call logs at all times — your KPIs are only as good as your HubSpot data.
• Respond to all partner emails within 24 hours, Monday–Friday. Even a quick "I'm looking into this" counts — partners should never wonder if you saw their message.
• Escalate complex migrations outside your scope to our senior onboarders.
• Surface product and process feedback internally to improve the experience for every partner that comes after.

What success looks like

We believe in setting our team up to thrive.

• 30 days: Product-certified and shadowing live onboarding calls. Clear handle on Arketa's core features and how each type of studio uses them. First solo studios in progress with support available.
• 60 days: Running your full pipeline independently — kickoffs, data mapping calls, training sessions, and go-lives. Comfortable navigating migrations from the platforms you see most often. NPS trending positive.
• 90 days: Launching at or near target velocity (~15–18/month). Partners consistently arriving at go-live confident and prepared. Proactively surfacing process improvements and product feedback to the team.

What we're looking for:

• 1–3 years in customer success, onboarding, implementation, or studio/software management
• You learn software quickly and get genuinely excited about knowing a product inside and out
• A natural trainer — you can walk a non-technical studio owner through a new tool and leave them feeling capable, not overwhelmed
• Strong relationship instincts — partners feel like they're in good hands from the first call
• Clear communicator: you can make a complex setup or migration question feel simple in writing, on a call, or in a walkthrough
• Organized and self-managing — you're carrying a large active pipeline at all times and nothing falls through
• Comfortable with data calls and migration exports — not intimidated by a spreadsheet
• UK-based with full availability during UK business hours

Bonus:

• Experience with fitness/wellness studio software (Acuity, Glofox, Vagaro, or similar)
• You've worked behind the desk of a wellness business
• Familiarity with Intercom, HubSpot, Notion, or similar tools — or the ability to learn them fast
• Comfort using AI-assisted tools to accelerate your work

You Should Apply If

• You get genuine satisfaction from watching someone go from overwhelmed to confident on a new tool
• You like variety — no two studios run exactly the same way, and you enjoy figuring out how to make the product work for each one
• You're the kind of person who reads the help docs and notices when something could be explained better
• You're organized enough to carry a large pipeline without dropping anything, and proactive enough that partners never have to chase you
• You're mission-driven and excited about wellness becoming more accessible

You May Not Want to Apply If

• You prefer a narrow, defined scope — this role touches product knowledge, data migrations, training, and relationship management all at once
• You're not comfortable with spreadsheets or data calls — migrations are a real part of the job
• You need a lot of hand-holding to get up to speed on new software
• You want a slower pace or a more established later-stage environment

What We Offer:

• Ownership and Opportunity for Advancement
• Competitive Salary and Stock Options
• Unlimited PTO: our policy is designed to give you the flexibility to rest, recharge, and take care of personal needs — while staying aligned with your team and responsibilities.
• Fitness Class Reimbursement: we’re committed to supporting both employee wellness and our industry relationships. As an Arketa employee we see movement as opportunity.