Onboarding Specialist

Embed with our customers, get them to value fast, and shape how we onboard at scale

This isn't a hand-holding customer success role. You'll be embedded with the ecommerce teams of leading brands - Matas, Hummel, Vero Moda, LuksusBaby and many more - building the workflows, configurations, and playbooks that make Cernel deliver value in their actual stack, and feeding everything you learn back into how we onboard everyone after them.

The first weeks of a customer's journey set the tone for everything that follows - and that's where you come in. You'll own how new customers experience Cernel, and have a real hand in shaping how we onboard going forward.

This is a role for someone who takes ownership, moves with urgency, and wants to help build the function.

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. As Onboarding Specialist, you'll work closely with our Customer Success Manager and get direct exposure to product, engineering, and our CEO - owning the onboarding relationship with new accounts and translating field signal directly into how we operate.

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, integration, and first value

• Embed with customer teams (ecommerce, merchandising, IT) to understand their workflows, goals, and pain points

• Navigate customer systems, feeds, integrations, and data flows - not as a technical specialist, but as someone who asks the right questions

• Proactively reach out to customers to ensure they're getting value, surface friction early, and identify expansion opportunities

• Bring structured insights back to product, engineering, sales, and marketing - what is missing, what is broken, what is worth building

• Help streamline and document onboarding workflows and playbooks so the next hire ramps faster than you did

• Co-own customer outcomes alongside the CSM and commercial team

Who you are and requirements

• Fluent in Danish and English

• Based in or near Aarhus and able to work from our office, with regular travel to customers across the Nordics

• 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

• Comfortable navigating systems, feeds, integrations, and data flows - not a technical specialist, but you ask the right questions and aren't afraid to dig in

• A product-builder's instinct - you can tell when a customer request is a one-off and when it's hiding a real onboarding or platform pattern

• Comfort making independent decisions in front of customers - you own the outcome

• 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

• BONUS: 2-3 years of experience in customer success, onboarding, implementation, consulting, or a similar customer-facing role - ideally in B2B SaaS

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:

1. Apply and share information about yourself

2. Complete personality assessment

3. 60 minutes onsite interview in Aarhus

4. Steps from here will be planned
   

Start date: As soon as possible