Customer Onboarding Specialist

Kindsight; Toronto; Remote; CAD 38,000 - 45,000; Full time

Job summary

A leading technology firm is seeking an Onboarding Specialist to aid new customers in utilizing their platforms optimally. The role requires excellent communication skills and a customer-centric approach. Ideal candidates should have SaaS experience and be able to manage multiple accounts. The position is remote and offered at a competitive salary of $38,000-$45,000 CAD annually.

Qualifications

• 1+ years of experience in customer onboarding, implementation, or customer support in a SaaS environment.
• Strong verbal and written communication skills.
• Comfort with technical products and ability to guide customers.

Responsibilities

• Plan and facilitate the onboarding process for new customers.
• Work directly with customers to answer questions and troubleshoot issues.
• Deliver tailored training sessions and create customer-facing documentation.

Skills

Customer onboarding

Communication skills

Technical aptitude

Customer-centric mindset

Collaboration

Organizational skills

Adaptability

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Salesforce

Job description

Job Details

Job Title: Onboading Specialist

Department: Customer Success

Reports To: Manager of Onboarding and Implementation

Job Status: Full-Time (Salaried)

Work Location: Remote (Canada or USA)

About Kindsight

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real‑time data and AI to help thousands of organizations around the world identify, manage, and engage with donors – at any scale. With purpose‑built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real‑time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary

The Onboarding Specialist is responsible for guiding new customers through the initial stages of their journey with our iwaveandengage platforms. This role ensures a smooth and seamless transition for customers by delivering tailored, effective onboarding experiences that maximize user engagement and product adoption to achieve their goals. The Onboarding Specialist works closely with cross‑functional teams, including Customer Success, Support, Sales, Finance and Product, to ensure customers understand how to fully utilize the platform’s features and capabilities. The ideal candidate will have a customer‑centric mindset, excellent communication skills, attention to detail, and a strong understanding of SaaS products and workflows. This role is key in helping customers realize value from the platform quickly, contributing to long‑term satisfaction and retention.

What You’ll Do

• Customer Onboarding: Plan and facilitate the onboarding process for new customers, including scheduling, preparing material, and providing clear guidance on product adoption, setup, configuration, and integrations. Ensure customers can successfully adopt and utilize the iwaveand engage products, and any new product offerings.
• Onboarding Support: Work directly with customers to answer questions, troubleshoot basic technical issues, and provide step‑by‑step support during their onboarding journey.
• Training and Documentation: Deliver tailored training sessions, webinars, and create customer‑facing documentation to help customers quickly gain proficiency with the platforms.
• Collaboration: Collaborate with the Onboarding Team Lead and other cross‑functional teams (Sales, Product, Customer Success) to ensure the onboarding experience is seamless and aligned with the customer’s needs and organizational goals.
• Customer Health Monitoring: Proactively monitor user adoption during the onboarding phase, while identifying any potential churn risks or upsell opportunities.
• Continuous Improvement: Provide feedback on onboarding processes and tools to help refine and improve the customer experience. Contribute to the development of onboarding materials and standard operating procedures based on customer needs and challenges.
• Metrics Tracking: Support tracking key metrics such as time‑to‑value, customer adoption, and engagement to inform process improvements and enhance the onboarding journey.

What We’re Looking For

• Experience: 1+ years of experience in customer onboarding, implementation, or customer support in a SaaS environment, with a focus on guiding customers through the initial adoption phase.
• Communication Skills: Strong verbal and written communication skills, with the ability to follow customer narratives to understand their point of view to find workable solutions and explain complex concepts clearly.
• Technical Aptitude: Comfort with technical products and the ability to guide customers through product setup and configurations. Familiarity with Salesforce is an asset.
• Customer‑Centric Mindset: A passion for customer success and a proactive, problem‑solving approach to addressing customer needs and helping them achieve their goals with our products.
• Collaboration: Ability to work closely with internal teams (Sales, Product, Customer Success) to align on customer goals and needs.
• Organizational Skills: Ability to manage multiple customer accounts simultaneously while ensuring high standards of service and attention to detail.
• Adaptability: A willingness to learn new technologies, tools, and processes to improve the onboarding experience.
• Education: Bachelor’s degree in Business, Communications, or a related field preferred, or equivalent experience in a customer‑facing role.

Compensation

$38,000‑$45,000 CAD Base Salary Annually, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.