Customer Onboarding Specialist

Marketcircle; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading software company in Toronto is seeking a Customer Onboarding Specialist to guide new customers through their early adoption of the product. You will be responsible for ensuring a seamless transition from trial to day-to-day use, helping customers achieve meaningful early wins and maintain engagement. The ideal candidate will have experience in onboarding and a knack for clear communication, making complex concepts accessible to non-technical customers. This is a vital role for fostering customer trust and success.

Qualifications

• Experience in customer onboarding, customer success, sales enablement, or implementation.
• Strong discovery and communication skills with non-technical customers.
• Ability to explain complex concepts clearly and calmly.

Responsibilities

• Lead guided onboarding primarily via remote screen share and email.
• Translate customer goals into practical setup and clear next steps.
• Help customers reach early, meaningful 'aha' moments that demonstrate real value.

Skills

Customer onboarding

Communication skills

Problem-solving

Organizational skills

Collaboration

Job description

Overview

We are looking for a Customer Onboarding Specialist to guide new customers from signup through early adoption for long-term success. This role is responsible for ensuring customers experience momentum, clarity, and understand value as they get started with Daylite. You’ll work closely with customers to translate their goals into real workflows, help them reach meaningful early wins, and ensure the transition from trial to day-to-day use feels supported and intentional. This is a customer-facing role that blends onboarding, post-sale follow-through, and early customer success, with a focus on time-to-value, confidence, and sustained engagement.

This role is ideal for someone who enjoys helping customers succeed through clarity, structure, and calm guidance, and who is motivated by seeing customers genuinely “get it” rather than simply completing a checklist.

About the Role

As a Customer Onboarding Specialist, you’ll own the early customer journey from commitment through activation and early adoption. You’ll conduct onboarding sessions, reinforce value, and help customers build habits that stick.

You’ll also act as a connective layer between sales conversations, onboarding guidance, and customer service ensuring customers experience one continuous, coherent journey rather than disconnected handoffs.

Key Responsibilities

• Lead guided onboarding primarily via remote screen share and email, with required minimum live sessions or calls per week.
• Translate customer goals into practical setup, configuration, and clear next steps.
• Help customers reach early, meaningful “aha” moments that demonstrate real value.
• Reach out to trial users over LinkedIn and phone to generate live sessions
• Own the early customer journey as the primary point of contact post-signup.
• Maintain continuity from pre-purchase conversations through onboarding and activation.
• Reinforce value and expectations to move customers from evaluation to confident use.
• Establish clear milestones for early success and encourage consistent engagement.
• Identify early signs of friction or disengagement and intervene proactively.
• Collaborate with Customer Service to resolve issues and ensure smooth handoffs.
• Share feedback to improve onboarding processes, materials, and overall experience.

Qualifications

• Experience in customer onboarding, customer success, sales enablement, or implementation
• Strong discovery and communication skills with non-technical customers
• Ability to explain complex concepts clearly and calmly
• Comfort guiding customers through change and new workflows
• Organized, proactive, and accountable working style
• Experience working cross-functionally with Sales, Support, or Product is a plus

Ideal Candidate Traits

• Empathetic and patient, especially with time-poor customers
• Outcome-focused rather than feature-focused
• Comfortable operating with ambiguity and evolving processes
• Values clarity, follow-through, and customer trust

Salary: $55,000 - $75,000 a year