Onboarding Specialist

About the Role

As our Onboarding Specialist, you are the first impression. You’re the trusted guide who transforms new clients into confident, empowered users. From day one, you play a pivotal role in shaping the client experience - ensuring their first 90 days are seamless and set a strong foundation for long-term success.

This is more than a support role - it’s a high-impact opportunity to build relationships, drive meaningful value, and directly influence client satisfaction and retention. Through personalized onboarding, clear communication, and attention to detail, you help our customers unlock the full potential of our platform.

Key Responsibilities

• Serve as the primary point of contact for new clients throughout their first 90 days of onboarding.
• Build strong initial relationships that set the tone for long-term client success and satisfaction. 
• You’ll guide new customers through the onboarding process, creating a positive and confident start to their journey with our platform.
• Conduct virtual one-on-one training sessions to educate and empower clients on using our platform and services effectively.
• Deliver personalized, hands-on training that helps clients understand not just how to use the platform, but how to apply it to their specific business needs. 
• These sessions build confidence, drive early product adoption, and lay the foundation for long-term success by showing clients how to achieve real value from day one.
• Identify client needs, track progress, and proactively address potential roadblocks to ensure long-term success.
• Take a consultative approach to problem-solving by anticipating challenges and offering solutions before they become issues. 
• Your proactive support helps reduce churn and boosts customer satisfaction and loyalty.
• Maintain accurate client records and documentation across platforms.
• Ensure all client interactions and milestones are properly documented for cross-functional visibility. 
• Accurate records support a consistent experience across teams and help drive data-informed decisions.

Qualifications

• 3+ Years in a SaaS Environment:
  Demonstrated experience working within a Software-as-a-Service (SaaS) company, ideally in a customer-facing role. You understand the recurring revenue model, product lifecycle, and the importance of customer retention and satisfaction in a subscription-based business.
• Exceptional Communication and Interpersonal Skills, with a Client-First Mindset:
  You’re a natural communicator, comfortable leading conversations with new clients and aligning internal teams. You can simplify complex ideas, actively listen, and build trust quickly with diverse customer personas.
• Strong Organizational and Time Management Skills:
  You excel at managing multiple onboarding projects and timelines simultaneously. You’re able to prioritize effectively, stay detail-oriented, and ensure a seamless onboarding experience without sacrificing quality.
• Experience with CRM/Customer Success Tools (Preferred):
  Familiarity with tools like Salesforce, ChurnZero, Gainsight, or HubSpot is advantageous. Additional proficiency in Google Workspace and Microsoft Office Suite. You know how to track customer engagement, flag potential churn risks, and keep client records and interactions up to date.
• Ability to Multitask and Succeed in a Fast-Paced, Client-Focused Environment:
  You thrive under pressure and are adaptable to changing priorities. You're confident navigating ambiguity and can manage shifting client needs while staying solutions-focused.
• Spanish Language Proficiency is preferred.
• Candidates located in or able to work standard business hours in the Pacific Time Zone (PST) are strongly preferred.
• Ability to Travel Within Canada and the U.S.

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