The Subscriber Onboarding Coordinator is responsible for guiding new subscribers through the complete onboarding process from signed agreement to a fully operational account. This role is the subscriber’s primary point of contact during the critical first weeks of their relationship.
This is not a technical support role. It is a high-touch, relationship-driven coordination role that requires deep knowledge of property management operations, sharp organizational skills, and the ability to work confidently with subscriber data across all property types.
The Onboarding Coordinator manages the CS-Assisted onboarding path — the route taken by new subscribers who request guided setup rather than self-onboarding. Most subscribers managing 250 or more units will use this path.
What You Will Do
Subscriber Intake and Project Setup
- Receive and review new subscriber onboarding requests routed from the sales team or customer service.
- Conduct an intake call with each new subscriber to understand their portfolio — unit count, property types, current software, and any existing data to be migrated.
- Assess the subscriber’s data sources — spreadsheets, existing property management software, paper records — and determine the migration complexity and timeline.
- Create the subscriber’s onboarding project record in the Admin Backend and assign a target go-live date.
- Set expectations clearly with the subscriber about the onboarding timeline, what is required from them.
Data Migration and Account Build
- Guide the subscriber through the process of exporting data from their current system or preparing their data files for migration.
- Build the subscriber’s complete account: property records, unit records, unit detail (appliances, fixtures, inspection schedules), staff records, owner records, vendor records, and tenant records.
- Import tenant ledger history and opening balances. Complete and file the Ledger Import Declaration confirming the accuracy of imported financial data before the subscriber goes live.
- Invite all participant types — staff, tenants, owners, vendors, and agents — through the correct invitation workflow for each portal.
- Coordinate the SAQ-A PCI compliance eSignature with each new subscriber. Pre-completes the document — the Onboarding Coordinator presents it to the subscriber for review and eSignature through the Platform.
- Configure the subscriber’s Settings including: billing cycle, payment application order, leasing fee structure, showing fee configuration, inspector fee configuration, NSF fee amount, owner reserve configuration, and merchant account assignments.
Verification and Go-Live
- Run the onboarding verification checklist before any subscriber account goes live. Verify that all properties, units, tenants, and owners are correctly entered and that ledger opening balances match the Ledger Import Declaration.
- Conduct a go-live walkthrough call with the subscriber covering the Staff Portal, how to invite participants, how to process the first rent cycle, and how to use Grace AI.
- Monitor the subscriber’s account during the 30-day post-launch support window for any data issues, configuration questions, or workflow gaps.
- Maintain regular check-in contact with the subscriber during the first 30 days to ensure they are operating confidently and independently.
Subscriber Support During Onboarding
- Be the first point of contact for subscriber questions during onboarding. Answer platform questions, clarify configuration options, and escalate technical issues to the development team.
- Use Grace AI within the platform to answer common subscriber questions efficiently and demonstrate Grace’s capabilities to new subscribers in real time.
- Document any onboarding issues, data anomalies, or platform gaps encountered during each onboarding and report them to the CEO for product review.
- Maintain clear onboarding project notes in the Admin Backend so any team member can see the status of every active onboarding at a glance.
Process and Quality
- Follow the onboarding workflow. The workflow exists to ensure consistent, high-quality onboarding for every account regardless of portfolio size or complexity.
- Identify opportunities to improve the onboarding workflow and bring them to the CEO with specific recommendations.
- Maintain subscriber data confidentiality at all times. Subscriber data including tenant records, financial records, and owner information is highly sensitive and must be handled accordingly.
Requirements
What You Know
This role requires direct experience in property management operations. You do not need to be a software expert but you must understand how property management actually works. Specifically:
- You understand the relationship between a property management company, its owner clients, and its tenants.
- You are familiar with lease types, rent collection cycles, security deposit handling, and the basic tenant lifecycle from application through move-out.
- You understand property management accounting at a functional level — you know what a trust account is, why management fees are deducted before disbursement, and what an NSF event means operationally.
- You are familiar with at least one major property management software platform — AppFolio, Yardi, Buildium, RentManager, or similar. Experience migrating data from one of these platforms is a significant advantage.
- You understand the difference between residential, commercial, student housing, and HOA management and can adapt your onboarding approach to each property type.
Skills and Competencies
- Exceptional organizational skills. You will manage multiple onboarding projects simultaneously at different stages. Nothing can fall through the cracks.
- Clear and professional written and verbal communication. You will be the face of to new subscribers during their most critical period with the platform.
- Attention to detail in data entry and data verification. A ledger opening balance that is off by a dollar will create a reconciliation problem that follows the subscriber for months.
- Comfort working with spreadsheets, CSV files, and data exports from other software systems.
- Ability to work independently and manage your own time and project load without close supervision.
- A natural teaching instinct. You genuinely enjoy helping people learn a new system and you have patience for the learning curve.
Technical
- Experience with SaaS onboarding or customer success in a software company.
- Familiarity with eSign platforms such as Xodo or DocuSign.
- Experience with PaySafe, Stripe, or other payment processing platforms.
- Experience with AI tools in a professional setting.
What Success Looks Like
In the first 90 days, a successful Onboarding Coordinator will have:
- Completed hundreds of successful subscriber onboardings ranging from single-digit unit accounts that close in less than a day to large complex portfolios requiring full data migration — each completed from intake call to go-live with positive subscriber feedback on the experience.
- Demonstrated mastery of the onboarding workflow including the Admin Backend, all portal invitation types, Settings configuration, and the Ledger Import Declaration process.
- Identified at least two specific improvements to the onboarding workflow and presented them to the CEO with clear rationale.
- Ability to build relationships as the first cohort of subscribers that make them feel confident, supported, and ready to operate independently.
Minimum Technical and Work Environment Requirements:
- Internet Connection:
- Primary internet connection with a minimum speed of 15 Mbps.
- Backup internet connection with at least 10 Mbps.
- Backup connection must be capable of supporting work during a power outage.
- Primary Device:
- Desktop or laptop equipped with at least:
- Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
- A minimum of 8 GB RAM.
- Backup Device:
- Must meet or exceed the performance of an Intel Core i3 processor.
- Must be functional during power interruptions.
- A functioning webcam.
- A noise-canceling USB headset.
- A quiet, dedicated home office space.
- Peripherals and Workspace: A smartphone for communication and verification purposes.
Benefits
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.
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