Onboarding & Adoption Lead (APAC)

Themis Solutions; Vancouver, Calgary, Toronto; Hybrid; AUD 88,000 - 119,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

20 days paid time off

Clioversary program

Job summary

Clio in Australia is seeking an Onboarding Specialist to join our APAC team. You will own the customer's first 90 days, run kickoffs, migrate data, configure accounts, and train teams until Clio becomes part of daily routines.

You balance technical and relational work, troubleshoot data imports, and reassure executives about the value of switching to Clio. 3+ years in onboarding or customer success in a B2B SaaS environment preferred; Salesforce and API integrations a plus.

Qualifications

• 3+ years of experience in customer onboarding, implementation, or customer success roles in a B2B SaaS environment.
• Healthy customer obsession and focus on delivering exceptional client experience.
• Proactive mindset with creative solutions.
• Excellent communication skills, with sensitivity to diverse customer needs.
• Comfort facilitating live sessions via Zoom.
• Interest in improving craft through AI.

Responsibilities

• Conduct strategy and training sessions to onboard customers for success.
• Identify what indicates a customer's first value and drive to achieve it.
• Own ownership window through complete Clio lifecycle and post‑ownership setup.
• Collaborate with Sales and Customer Enablement for smooth adoption.
• Manage multiple client cases with strict deadlines and tasks.
• Own customer account health and mitigate churn risk.
• Mentor junior colleagues and share coaching best practices.
• Aim for core KPI achievement and efficient SOP completion.
• Identify process improvements and escalate to leadership.
• Handle difficult escalations and customize onboarding journeys.

Skills

Customer onboarding

Customer success

Communication

AI interest

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

APIs

Job description

Clio in Australia is seeking an Onboarding Specialist to join our APAC team. You will own the customer's first 90 days, run kickoffs, migrate data, configure accounts, and train teams until Clio becomes part of daily routines.

You balance technical and relational work, troubleshoot data imports, and reassure executives about the value of switching to Clio. 3+ years in onboarding or customer success in a B2B SaaS environment preferred; Salesforce and API integrations a plus.