Onboarding Lead — SaaS Implementations & Training

Jobtailor; Vaughan; On-site; CAD 60,000 - 90,000; Full time

Job summary

WellnessLiving is seeking a skilled Customer Onboarding professional to manage onboarding projects from kickoff to launch, coordinating with Customer Success, Support, Sales, and Product teams. You will guide discovery conversations, train customers virtually, and ensure data migrations and system configurations are completed smoothly.

The role emphasizes strong communication, project management, and the ability to handle multiple implementations while maintaining professional standards and

Qualifications

• 2–3+ years of experience in customer onboarding, implementation, customer success, account management, or a similar customer-facing role, preferably within a SaaS environment.
• Strong customer communication and relationship-building skills.
• Ability to listen empathetically, establish trust, manage expectations, and guide customers through change.
• Excellent organization and project-management skills.
• Ability to manage multiple customer implementations, timelines, and competing priorities.
• Strong written and verbal communication skills.
• Experience delivering virtual product training, presentations, or customer walkthroughs.
• Comfortable learning new software and explaining technical concepts, workflows, and processes to customers with varying technical experience.
• Experience with CRM, ticketing, and project-management platforms, such as Zoho or Salesforce.
• Microsoft 365 proficiency, including intermediate Excel skills.
• Experience with software implementations, system configuration, or customer data migrations is considered a strong asset.

Responsibilities

• Own and manage a portfolio of customer onboarding projects from kickoff through successful launch.
• Keep timelines, milestones, and customer expectations on track.
• Lead onboarding and discovery conversations to understand customer business needs, goals, workflows, and implementation requirements.
• Deliver personalized virtual product training.
• Maintain proactive communication with progress updates, next steps, and guidance.
• Identify onboarding risks, delays, and challenges and coordinate solutions or escalated issues.
• Coordinate customer data migration, system setup, and implementation requirements with internal teams.
• Manage onboarding questions, support tickets, and customer issues.
• Maintain accurate customer progress and implementation records in internal systems.
• Collaborate with Customer Success, Support, Sales, Product, and other teams.
• Continuously improve the onboarding experience.
• Uphold professionalism and WellnessLiving’s core values.

Skills

Customer Onboarding

Implementation

Project Management

CRM Proficiency

Communication Skills

Empathetic Listening

Relationship Building

Technical Explanation

Tools

Zoho

Salesforce

Ticketing Platforms

Project Management Platforms

Microsoft 365

Job description

WellnessLiving is seeking a skilled Customer Onboarding professional to manage onboarding projects from kickoff to launch, coordinating with Customer Success, Support, Sales, and Product teams. You will guide discovery conversations, train customers virtually, and ensure data migrations and system configurations are completed smoothly.

The role emphasizes strong communication, project management, and the ability to handle multiple implementations while maintaining professional standards and