Onboarding Specialist
Onboarding Specialist
- London (hybrid - 4 days in office, 1 remote)
- 12-month contract with potential to become permanent
- Competitive Salary
- Starting Q4 2026
Kato is the operating system for commercial real estate agencies, used by around 80% of the UK's CRE agency market. We're building towards a world where an entire leasing or investment transaction happens digitally, from marketing and matching through to negotiation and signing. Our Onboarding team makes sure every new customer gets up and running quickly and smoothly.
The role
You'll own small and medium onboarding projects end-to-end, from Sales handover through to go-live and transition to Customer Success, working to a 4-week time-to-live target. You'll also handle configuration and integration requests from our existing customers. It's a great fit for someone with early SaaS onboarding or project delivery experience who wants to own real projects and grow in a fast-scaling PropTech business.
What you'll do
- Run onboarding projects from kick-off to go-live, including kick-off calls, platform configuration, portal connections, training and a clean, documented handover to Customer Success
- Own an allocation of configuration and integration requests, such as platform changes, data amendments, portal and website connections and marketing outputs
- Work closely with Sales, Customer Success, Support and Product to keep every project on track
- Share onboarding friction points with Product and suggest improvements to our playbooks and success plans
- Join daily stand-ups and weekly project syncs, keep implementation records up to date and flag risks early
How you'll be measured
- Onboarding CSAT in line with the team benchmark
- Consistent playbook and success plan adherence on every project
- The majority of your projects hitting their time-to-live target
- Complete, documented handovers to Customer Success
About you
- Experience in customer onboarding, implementation, project coordination or customer success, ideally in SaaS
- Highly organised and comfortable running multiple projects and requests in parallel
- Confident leading customer calls and training sessions
- A proactive problem-solver who knows when to resolve independently and when to escalate
- Tech-savvy and quick to learn new platforms. Experience with CRMs, data imports or portal/website integrations is a plus
- A commercial real estate background is a bonus, not a requirement
What we offer
- Competitive salary, depending on experience
- 25 days' holiday, plus a duvet day, a life-event day and your birthday off
- An Apple laptop and all the software you need
- Bright offices with plants and outside space, plus tea, coffee, fruit and healthy snacks
- Team lunches, outings and drinks events
- Real scope to shape how Kato onboards its customers and grow your career as we expand
Our hiring process
- Application review
- Interview with Chris Hill, Director of Customer, and a member of the Onboarding team
- Practical task, e.g. a mock kick-off call or onboarding plan
- Offer
Your privacy
We only use the information you share to assess your application. It's stored securely, accessed only by those involved in hiring and retained in line with UK GDPR. You can request access to or deletion of your data at any time by emailing help@kato.app. Read our full privacy policy here: https://www.kato.app/legal/privacy-security-policy
Inclusion at Kato
We're committed to an inclusive workplace that values diversity in age, gender, race, orientation, beliefs, abilities, ethnicity and perspectives. We encourage everyone to apply, even if you don't tick every box.
