As a Customer Onboarding Specialist, you will lead new clients through every step of launching our platform, ensuring a seamless transition from sale to active use. Your role includes conducting training sessions, gathering configuration requirements, and guiding customers through setup tailored to their unique workflows.
Key Responsibilities
- Lead onboarding calls and hands-on training to support client adoption
- Collect and document client-specific use cases and system configurations
- Manage software setup accuracy and troubleshoot implementation challenges
- Ensure system configuration aligns with client needs for rapid value realization
- Own the customer relationship from post-sale through successful deployment
- Coordinate hardware logistics, including internal distribution or third-party fulfillment
- Track onboarding progress, identify roadblocks, and take corrective action
- Drive high satisfaction and quick time-to-value outcomes
- Set up client accounts in compliance with security and data handling standards
- Safeguard sensitive customer, facility, and workflow information
- Analyze implementation history to anticipate rollout issues
- Lead process improvement initiatives based on onboarding experience
- Support packaging and preparation for deployment as needed
What We’re Looking For
- Outgoing and confident in leading multiple training sessions daily
- Skilled at building rapport with diverse clients across industries and regions
- Strong problem-solving mindset with effective team collaboration
- Highly organized with the ability to manage multiple onboarding projects simultaneously
- Proactive and self-directed—able to find answers and document solutions
- Comfortable in a fast-moving startup environment with evolving processes
- Experience in SaaS customer success, onboarding, or account management roles
- Minimum of 2 years in project management or client-facing implementation
- Skilled at balancing competing priorities under tight timelines
Work Environment
This is a hybrid role based in North York, Toronto. You'll be expected to work from the office at least two days per week, with flexibility to work remotely the remainder of the week. The environment is collaborative, energetic, and focused on continuous improvement.
Benefits & Culture
- Comprehensive health, dental, and vision coverage
- Regular catered events, snacks, and beverages
- Celebrations for birthdays and personal milestones
- Two company-wide events annually
- Opportunities for career growth and advancement
We foster an innovative, inclusive workplace that values input from every team member. Our culture emphasizes collaboration, idea-sharing, and mutual respect. We work with purpose and celebrate our wins together.
Commitment to Inclusion
We believe diverse perspectives drive innovation. As an equal opportunity employer, we welcome applications from all qualified candidates regardless of race, religion, gender, sexual orientation, age, veteran status, or disability. Accommodations are available upon request during the hiring process. Employment offers may be contingent on background checks, including criminal record, credit, employment, education verification, and reference checks.
